Agm - Service Operations

5 months ago

Pune, India Vodafone Idea Full time

Job Req ID: 41793- Location: Pune, 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.

**Role**

SPO - Quality Lead
- Contact Centre Cluster Operations

**Job Level/ Designation
M2

**Function / Department**

Customer Service /Service Partner Operations

**Location**

Pune

**No of Positions**

1

**Job Purpose**

Ensuring Supreme Customer Service Experience through Inbound & outbound contact channels for Providing uniform customer experience across all touch points in the designated Cluster.

Consistency in execution and approach to be the best in quality deliverables in the cluster

Handholding, guiding partner and Teams for meeting the deliverables

**Key Result Areas/Accountabilities**
- Manage and deliver Quality Operations effectiveness at the site through engagement, execution, involvement, review and governance with internal teams
- Implement and drive Governance and Control to ensure delivery of contact center KPI’s.
- Periodic reviews with partner/Circle/Corporate stakeholders.
- Convert TNPS Insights into Business Improvement and drive through partner/circle teams and be the change leader
- Highlighting process gaps & initiating closure through follow up with stake holders.
- Laying and implementing Best practices in the cluster to improve Quality and process gaps
- Pune Quality Lead will additionally handle Redx and S+

Key Accountabilities
- TNPS scores, ASAT, FTF
- NPS - GH scores & Gap with competition
- Repeat %
- Cost / CPS & OB Campaign effectiveness: Budgets vs Actuals
- Initiatives for process enhancements and correction on customer pain areas /performance impacting areas

**Core Competencies, Knowledge, Experience**
- Customer behaviour understanding
- SME on existing systems and processes
- Ability to lead, influence, create and work in cross-functional teams
- Hands on knowledge of the reporting and analytical tools

**Must have technical / professional qualifications**
- Graduate/Post Graduate/ MBA with a min 8 - 10 years of experience in various customer service roles
- Exposure to reporting and analytics tools

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

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