Agm - Service Operations

3 days ago

Kolkata, India Vodafone Idea Full time

Job Req ID: 40452- Location: Kolkata, IN- Function: Other- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

**Job Purpose**:

- To own and deliver Customer Experience across core Inbound & outbound contact channels (Customer Care 111/198, Tele-verification, Dealer Help Line & Outbound) on Training for designated cluster through planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners

**Key Accountabilities**
- Customer Service Operations - Manage and deliver Training effectiveness at the site through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes delivered by both Inbound and Outbound channels.
- Operational Delivery - Implement and drive Governance and Control to ensure delivery of contact centre KPI’s namely Service Levels, CPS,TNPS, NPS- GH. Lead the planning and implementation of Training programs and Frontline skilling initiatives
- Training Administration and Analytical Support
- Periodic reviews with partner/Circle/Corporate stakeholders on training performance
- People Management - Stakeholder Management on account of driving Training KPI’s. Strong Partner & Circle Management and Corporate interface

**Core Competencies, Knowledge, Experience, Technical / Professional Qualifications**
- 7-10 years of Training Delivery and management experience, bulk of it in Contact Centre, with 2-3 years as Training lead managing and delivering experience and business outcomes for a large service process for a leading organization
- Domain Expertise - Deep and continuously refreshed understanding of customer experience processes, (both Inbound and outbound)
- across the gamut of operations, systems, training and quality.
- Partnership Management - To own, build and manage partner relationships to extract necessary short & long-term win-win outcomes from partners, through close coordination and engagement with other support teams
- People Management skills - communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business
- Strong Execution skills - Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter basis from the processes at Inbound & Outbound Call centres managed through effective analytics and implementation skills with partner, circle and cross-functional teams

**Key Performance Indicators**
- NHIP/ LCA Performance, Throughput Performance, Attrition
- Training efficiency ,TNPS scores, ASAT, FTF & TF
- NPS - Getting Help Scores - Rank & Gap vs Competition
- Cost / CPS & OB Campaign effectiveness: Budgets vs Actuals
- Initiatives for process enhancements and correction on customer pain areas /performance impacting areas

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

  • Agm - Service Operations

    2 weeks ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 40848- Location: Kolkata, IN- Function: Other- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and...

  • Agm - Service Operations

    3 days ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 40454- Location: Kolkata, IN- Function: Other- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and...

  • Agm - Service Operations

    4 months ago

    Kolkata, West Bengal, India Vodafone Idea Full time

    Job Req ID: 44955- Location: Kolkata, IN- Function: Other- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and...

  • Agm Call Center

    1 week ago

    Kolkata, India ESSVEE SERVICES Full time

    **Responsibilities**: **To look after 300 TO 400 seats outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system.** **Manage data sources and ensure proper data churning on Dialler** **. Schedule progressive and predictive callings** **. Ensure proper Talktimes, shrinkage, attrition on the...

  • Agm - Regional Collection

    2 weeks ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 36125- Location: Kolkata, IN- Function: VIBS- About: **Role** Regional Collection Lead (Mob) **Job Level/ Designation AGM/ DGM - Regional Collection Lead (Mob) **Function / Department** Credit & Collection - VIBS **Location** Kolkata **Job Purpose** Responsibility will be Managing East Cluster for Mobility Collection activities for entire...

  • Agm - Passive Infra

    7 months ago

    Kolkata, West Bengal, India Vodafone Idea Full time

    Job Req ID: 43831- Location: Kolkata, IN- Function: Commercial/ Finance- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing...

  • Agm - Prepaid Marketing

    10 hours ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 40678- Location: Kolkata, IN- Function: Marketing/Digital- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand...

  • Agm - Nc National Accounts

    9 hours ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 35922- Location: Kolkata, IN- Function: VIBS- About: **Role NAM - SA **Function / Department VIBS **Band** M2 - AGM **Location KOLKATA **Job Purpose To manage and drive the revenues of the selected accounts in order to attain market leadership in Strategic Account segment through effective account management, revenue growth, market share and...

  • Agm - Fiber Operations

    7 months ago

    Kolkata, West Bengal, India Vodafone Idea Full time

    Job Req ID: 43395- Location: Kolkata, IN- Function: Technology/ IOT/Cloud- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing...

  • Talent Corner HR Services Pvt Ltd | Head of Customer Success

    4 weeks ago

    Kolkata, India Talent Corner HR Services Pvt Ltd Full time

    Job Title:AGM (Assistant General Manager)Department:Customer SuccessLocation:Hyderabad, Telangana, IndiaExperience:12+ years of experience in real estateJob Overview:As the "Customer Success - AGM", you will oversee the entire customer journey from plot purchase and registration to final documentation and satisfaction. You will ensure smooth operations, high...

  • Agm - Fiber Operations

    3 months ago

    Kolkata, West Bengal, India Vodafone Idea Full time

    Job Req ID: 45334- Location: Kolkata, IN- Function: Technology/ IOT/Cloud- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing...

  • Agm Accounts

    7 months ago

    Kolkata, West Bengal, India ARC Full time

    **Position**: AGM Accounts & Finance **Location**: Bhowbazar, Kolkata **Qualification**: CA must. Minimum 5+ years of experience in accounting and/or financial analysis. Organize tasks, set priorities, meet deadlines, and manage multiple tasks. Well-organized with good verbal, written, and interpersonal skills. Excellent business judgment, analytical, and...

  • Call Centre Operations

    1 week ago

    Kolkata, India CSHRS Full time

    **AGM CALL CENTER ( Kolkata)** 14 Years Max Experience 18 Years Notice Period= Max 15 days Total Budget **(₹18L - ₹20L)** Location-**Kolkata** **job details** - To look after entire 300 seats outbound call Centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system. - Determines call center...

  • Agm - Retail Projects & Infra

    7 months ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 41536- Location: Kolkata, IN- Function: Retail- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data...

  • Agm-active Tx Ops

    2 weeks ago

    Kolkata, West Bengal, India Vodafone Idea Full time

    Job Req ID: 45753 - Location: Kolkata, IN - Function: Technology/ IOT/Cloud - About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing...

  • Procurement Operations Coordinator

    1 month ago

    Kolkata, West Bengal, India Sarika Consultant Services Full time

    Job SummarySarika Consultant Services is seeking a highly experienced Procurement Assistant to join our team. The ideal candidate will have a minimum of 10-15 years of experience in the field, with proficiency in computer applications.About the RoleThe successful candidate will assist the AGM Projects in various procurement-related tasks, including floating...

  • Agm - Strategic Accounts

    7 months ago

    Kolkata, West Bengal, India Vodafone Idea Full time

    Job Req ID: 43093- Location: Kolkata, IN- Function: VIBS- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and...

  • Agm- Cluster Fp&a

    4 months ago

    Kolkata, West Bengal, India Vodafone Idea Full time

    Job Req ID: 44861- Location: Kolkata, IN- Function: Commercial/ Finance- About: - Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing...

  • Service Technician

    7 months ago

    Kolkata, India BOSCH Service center Full time

    Required technician to repair electric, pneumatic and engine operated power tools. Experience in related field is required. Should be resident of kolkata of nearby locality. **Salary**: ₹7,000.00 - ₹9,000.00 per month **Speak with the employer** +91 9836967700

  • Service Technician

    7 months ago

    Kolkata, India BOSCH Service center Full time

    Required technician to repair electric, pneumatic and engine operated power tools. Experience in related field is required. Should be resident of kolkata of nearby locality. **Salary**: ₹7,000.00 - ₹9,000.00 per month Schedule: - Day shift **Speak with the employer** +91 9836967700