Agm - Service Operations

2 weeks ago

Ahmedabad, India Vodafone Idea Full time

Job Req ID: 20522- Location: Ahmedabad, IN- Function: Other- About:
**Role**

Proactive Resolution Team Member - CoE

**Job Level/ Designation
M2

**Function / Department**

Customer Service - Corporate/Service Partner Operations

**Location**

Ahmedabad

**Job Purpose**
- Identify the insights from CC analytics, other sources that generate customer contacts, conduct RCAs and drive change in process, products and communication
- Influence concerned stake holders to drive the change and measure impact in reducing the contact/customer

**Key Result Areas/Accountabilities**
- identification of issues from CC analytics & other sources
- Identify the circle priority and business drives
- Ensure RCA for all critical issues, educate the stake holders and drive the change
- Coordinate and implement the changes with concerned verticals, functions

Drive Digital penetration by communication and deflecting customers

**Core Competencies, Knowledge, Experience**
- In-depth Knowledge about VIL systems and processes
- Exposure Telecom domain knowledge
- Familiarity with latest digital technologies
- Excellent communication, influencing skills
- Knowledge about channels of interaction (touch points) & communication

**Must have technical / professional qualifications**
- Graduate with 2-5 years of telecom experience
- Good Analytical Skills

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