AGM - CS Training Specialist

3 weeks ago


Lucknow, Uttar Pradesh, India Vodafone Idea Limited Full time

Vodafone Idea Limited is a leading telecom service provider in India, offering pan-India voice and data services across 2G, 3G, and 4G platforms. As a Training Operations Lead - CS, you will be responsible for managing and executing training operations for Circle-based CS channels, including CNC OBD, CNC Field, TSG, and OBCC Teams.

Key Responsibilities:

  • Deliver and drive frontline capability, knowledge, and service experience to deliver excellent customer experience.
  • Ensure operational excellence for all LOBs through improvement of agent KPIs with timely refreshers based on TNIs from Quality & TNPS inputs.
  • On-time deployment of all new updates/rollouts/systems.
  • Ensure adherence to all training guidelines with regular audits (Systems/KMS/LMS) and conduct timely weekly/monthly/quarterly reviews.
  • Initiate and drive projects to improve overall customer experience.
  • Co-opt with Ops and drive projects to increase frontline stickiness & CX.

**All guidelines and framework will be provided by the CS Corporate Training.

Requirements:

  • Strong telecom subject matter expertise.
  • Excellent communication, presentation, and delivery skills.
  • Retail operations and management (good to have).
  • Strong planning and execution skills.
  • Customer sensitivity & service mind-set.
  • Engage & present ideas/thoughts and have influencing skills.

**Must have technical/professional qualifications:

  • Graduate/Diploma.
  • TTT – Certified.
  • Additional training certifications (good to have).
  • Experience in working on training systems/tools/methodologies.
  • Experience in telecom, retail, and service industry.
  • Overall experience of 5-7 years with at least 3 to 4 years in delivering training.

Vodafone Idea Limited (formerly Idea Cellular Limited) is an Aditya Birla Group & Vodafone partnership.



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