Agm - Service Operations

Job Req ID: 46106
- Location: Mumbai, 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.

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 is an equal opportunity employer committed to diversifying its workforce.

**Role Title**

IVR and Self Service Lead

**Position No**

**Function**

Customer Service

**Sub Function/ Vertical/ Department**

Service Partner Operation

**Band**

M2

**Reports to Role (Position No)**

Head - Tech Support

**Location**

Corporate, Mumbai

**Date of last update/approval**

02/01/2024
- **Organisation Structure**

Add/removes roles as required to capture the Organisation structure accurately
- **Job Purpose (In one or two sentences)**

Lead related business projects & IT migrations. Stakeholder management within Corporate and Clusters.
- **Key Accountabilities / Key Result Areas (Max 5)**
- Drive Digital penetration by promoting/diverging and educating the customers through IVR channel
- IVR take rate
- Incident management, Issue resolution
- Compliance to National Dial Plan - call failures, wrong routing, QOS etc
- Enhancements, New functionality & Projects
- Effective partner and vendor management. Constant engagement with all internal and cross functional stakeholders
- **Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)**
- Customer Service Operation
- Analytical bend of mind. Capability to identify unique customer behavior from large amount of data
- Project Management - (preferably in Telecom/BPO)
- People Management skills - communication and inter-personal skills
- Graduate. Preferably MBA with 8-10 years of total work ex(2-3 years of relevant experience)
- **Key Performance Indicators (Max 5)**
- Project delivery
- Operation support & incident management
- Process Correction/Enhancements/Recommendation
- Revenue generation or cost reduction though automation
- TNPS
- **Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.**
- Team selection and alignment of project/transition team(Corp/Circle/Partner)
- SPO budget for the purpose
- **Risks, Challenges, Job Context (Short Description)**
- **Handling large quantity of customer interactions - Analytical**:

- **Stakeholder management and buy in(Corporate/Cluster/Partner)**:

- **IT governance**
- **Job purpose of Direct Reports & Dotted Reports**

Direct Report / Dotted Report Position

Job Purpose

None

No dotted line reporting

**Job Holder**

**Reports To Manager**

**Name**

Sushil Mane

Abhishek Kumar Jha

**Signature**

**Date**

02/01/2024

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