Agm - Service Operations

3 weeks 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 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 Quality 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 Quality Operations effectiveness at the site through engagement, execution, involvement, 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 CPS, TNPS, NPS- GH. Implement and Drive Governance & Control within the sphere of compliance on Quality Management System. Convert TNPS Insights into Business Improvement and drive through partner/circle teams and be the change leader
- Quality Operations Administration and Analytical Support
- Periodic reviews with partner/Circle/Corporate stakeholders. Coming up with insights and deploying corrective action and deliver near to seamless customer experience
- People Management - Stakeholder Management on account of driving Quality Ops KPI’s. Strong Partner & Circle Management and Corporate interface

Core Competencies
- 7-10 years of Quality Operations and management experience, bulk of it in Contact Centre, with 2-3 years as Quality 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

**Key Performance Indicators**
- TNPS scores, ASAT, FTF & TF
- 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

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

  • Agm - Nsa Service

    1 week ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 39849- 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 - NSA Service

    1 month ago

    Kolkata, India Vodafone Idea Limited Full time

    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...

  • AGM - NSA Service

    1 month ago

    kolkata, India Vodafone Idea Limited Full time

    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...

  • AGM- Transport Operations

    2 weeks ago

    Kolkata, India Vodafone Idea Limited Full time

    Role TL IP/MPLS Operations Job Level/ Designation M2 Function / Department Technology / Transport Location  Kolkata Hiring Manager  Sukumar Das Job Purpose Responsible for Circle IP/MPLS based transport network operationalization, product capability validation, sign off, KPI & SLA benchmarking, develop measures...

  • AGM- Transport Operations

    2 weeks ago

    kolkata, India Vodafone Idea Limited Full time

    Role TL IP/MPLS Operations Job Level/ Designation M2 Function / Department Technology / Transport Location  Kolkata Hiring Manager  Sukumar Das Job Purpose Responsible for Circle IP/MPLS based transport network operationalization, product capability validation, sign off, KPI & SLA benchmarking,...

  • Agm - Passive Infra

    4 weeks 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-strategic Accounts

    1 month ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 41824- 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-national Accounts

    4 weeks ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 41561- 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 - Fiber Operations

    4 weeks 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...

  • Agm - National Accounts - La

    4 weeks ago

    Kolkata, India Vodafone Idea Full time

    Job Req ID: 11812- 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 Accounts

    6 days 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...

  • Service Technician

    4 weeks 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

    4 weeks 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

  • Agm - Strategic Accounts

    1 month 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...

  • Real Estate Company Secretary

    4 weeks ago

    Kolkata, West Bengal, India Naukripay Full time

    Responsibilities of a Company Secretary Prepare agendas and papers for board meetings, committees, and annual general meetings (AGMs) and follow up on action points. Convene and service AGMs, take minutes, draft resolutions, and lodge required forms and annual returns with appropriate departments meeting with clients virtually or during sales visits....

  • Agm - Business Intelligence - Male - Kolkata

    7 days ago

    Kolkata, West Bengal, India Recex Full time

    **Opening**: 1 Nos.**Job ID**: 79244**Employment Type**: Full Time**Reference**: **Work Experience**: 8.0 Year(s) To 10.0 Year(s)**CTC Salary**: 10.00 LPA TO 15.00 LPA**Function**: Top Management, Corporate Planning / Consulting**Industry**: Infrastructure/Railway/Road/Bridges/Infra Projects**Qualification**: MBA/MMS/MPM/PGDM - General Management & Small...

  • Sales & Marketing

    1 month ago

    Kolkata, India Recex Full time

    **Opening**: 1 Nos.**Job ID**: 70747**Employment Type**: Full Time**Reference**: **Work Experience**: 1.0 Year(s) To 5.0 Year(s)**CTC Salary**: 3.00 LPA TO 3.50 LPA**Location**: Kolkata **Posted On**: 30th Oct, 2023 Position Design Executive Department Sales & Marketing Gender Preferably Female Key Accountability / Role and Responsibilities 1. Proficient...

  • GM - Quality Control

    2 weeks ago

    kolkata, India Paradise Placement Consultancy Full time

    Responsibilities :- Responsible for defining, implementing & maintaining of Quality Management System and related process.- Overseeing the Organization wide Quality mapping, management and Improvement Process.- Responsible for Process and Product Control,- Responsible for New Product development and Product end use at Customer's end.- Leading the QA...

  • Building Operations, Soft Services

    3 weeks ago

    Kolkata, India JLL Full time

    Sr. Executive-Facilities What’s your ambition? Is it a big goal or small steps? Professional or personal? We’d like to know because at JLL, we make your ambitions our business. And if you have ambitions in (Workplace), join us to be inspired by the best.  Main Job Duties and Responsibilities This role will be responsible for managing all aspects...

  • Service Technician

    1 month ago

    Kolkata, West Bengal, 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: - Morning shift **Speak with the employer** +91 9836967700