Agm - Tsg & Cxx

Job Req ID: 41462- 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 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**

TM TSG & CXX

**Job Level/ Designation
M2

**Function / Department**

Network Quality

**Location**

Kolkata

**Hiring Manager**

Aman Deep Nagpal

**Job Purpose**

Network Complaint Handling for network complaint resolution & CXX analysis

**Key Result Areas/Accountabilities**
- Team lead of TSG group for handling network complaints
- Have a sound knowledge of the technologies and network complaints management
- Ensure timely and satisfactory resolution of the network complaints - ensuring adherence to process - providing the resolution and RCA to customer - analysing complaints - proactive care
- Bring in system processes and tools to enhance the efficiency and efficacy of the complaint handling function
- Collaborate/coordinate with the circle and corporate network teams for tracking/resolution of the network issues/complaints to improve the CSAT scores

**Core Competencies, Knowledge, Experience**
- Overall 8-10 years of experience in Telco and more than 2 years experience in handling the TSG function for resolution of the network complaints.
- Overall understanding of the network architecture and call flows
- Understand of the CEM and Analytics systems for the troubleshooting of the complaints for different services that are offered
- Good coordination skills for collaborating with different stake holders for improving getting the RCA and solution to the network issues.
- Good Vendor management skills for handling sub contractors
- Good understanding in NPS & TNPS analysis

**Must have technical / professional qualifications**
- B.E. Electronics and Telecommunication

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