Agm -service Operations Customer Service

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 RoleResponse and Resolution Process Factory - Team MemberJob Level DesignationM2Function DepartmentCustomer Service - Corporate Service Partner OperationsLocationAhmedabadNo of Positions1Job Purpose Manage Quality resolution of issues with the help of circle corporate vertical teams for a group of circles Analyse the reason for the escalation and provide quick resolution Arrest the possibility of issue reoccurrence Analysing gaps in the process people product By ensuring gaps addressed with the help of respective vertical functional team Key Result Areas AccountabilitiesManage Quality Resolution Ensure timely closure of the issues to deliver Service Levels Minimal repeat of the issues from the closures Quality of resolution scores TNPS Continuous improvement in Improved productivity Arrest Possibility of recurrence Analyse the category wise issue escalations and repeats- Repeat issue Issues closed with other verticals functions in deploying automation proactive resolution Core Competencies Knowledge Experience Knowledge and Subject Matter Expertise around VIL processes and systems Excellent analytical skills to identify the process product gaps and provide resolution Self-motivated willing to excel Operational experience with all phases of telecom customer life cycle like call centre back office retention Must have technical professional qualifications Graduate Post Graduate MBA with a min 6-10 years of experience in various customer service roles with expertise in managing operations and management experience Good Analytical Skills Who can ApplyCorporate Circle colleagues currently handling similar roles are eligible Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership