▷ [Apply in 3 Minutes] Agm - Service Operations (trvlpass)

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 We re proud to be an equal opportunity employer At VIL we know that diversity makes us stronger We are committed to a collaborative inclusive environment that encourages authenticity and fosters a sense of belonging We strive for everyone to feel valued connected and empowered to reach their potential and contribute their best VIL s goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion Boldness Trust Speed and Digital Consequently our recruiting efforts are directed towards attracting and retaining best and brightest talents Our endeavour is to be First Choice for prospective employees VIL ensures equal employment opportunity without discrimination or harassment based on race colour religion creed age sex sex stereotype gender gender identity or expression sexual orientation national origin citizenship disability marital and civil partnership union status pregnancy veteran or military service status genetic information or any other characteristic protected by law VIL is an equal opportunity employer committed to diversifying its workforce Role AGM - Customer Service Operations TrvlPass Job Level Designation M2 AGM Function Department Customer Support for Digital Partnerships Location Corporate Office Mumbai Context for the new role The role is responsible for managing end-to-end customer service operations for Vi s new division for International roaming across live agents and chatbot operations both developed and operated by external agencies Based at Vi the role ensures structured execution through process governance agency management internal team supervision and CSAT NPS ownership This includes constant coordination with internal functions product tech legal marketing and vendors to deliver a seamless and scalable service experience Proposal We propose the creation of an Assistant General Manager - Customer Service Support and Operations role to support Vi s strategic agenda for the new division under International Roaming Job purpose To lead and manage customer service support and operations The role ensures service excellence process alignment agency management stakeholder management and continuous improvement of support systems to enhance customer satisfaction and operational efficiency Manage the MIS and the entire reporting for TrvlPass Key Result Areas Accountabilities End-to-End Service Ops Oversee live chat and chatbot support ensure day-to-day delivery by agency partners and manage internal CS supervisor Chatbot Governance Manage FAQs workflows escalations fallback journeys with agency track metrics like containment drop-off bounce Vendor Oversight Run regular reviews drive SLAs track performance dashboards and ensure RCA closure for escalations Internal Process Alignment Define SOPs refunds subscription issues failures ensure internal readiness and training documentation Escalation Feedback Management Handle priority escalations and VIP cases govern feedback loops and incorporate service learnings Tool Licensing Control Oversee chatbot tool licensing API usage renewals align with legal tech procurement teams Performance Metrics Track and drive improvements in CSAT NPS FTR AHT align on insights with cross-functional teams Key Performance Indicators Customer Satisfaction Score CSAT First Contact Resolution FCR Chatbot Deflection Rate CDR SLA Compliance Average Resolution Time SRT Core Competencies Knowledge Experience 8-12 years in customer service with hands-on experience managing outsourced live chat support Strong grasp of CSAT AHT escalation handling SOPs RCA ticket governance Working knowledge of platforms like Freshdesk Zendesk Yellow ai basic API understanding Experience working cross-functionality across tech product legal marketing Comfortable with dashboards reports drawing insights from user and support data Must have technical professional qualifications Graduate mandatory MBA preferred Strong vendor governance and service mindset Excellent communication structured thinking escalation handling Prior experience with digital-first or platform businesses preferred Industries to look from Digital Platforms Telcos Aggregators BPOs TravelTech eCommerce International Platforms eSIM startups Ideal Organizations to look from Airtel IR Jio IR Vodafone UK MMT Skyscanner Teleperformance Haptik Team Size NA Business Size NA Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership