Agm - Response & Resolution

2 days ago

Ahmedabad, India Vodafone Idea Full time

Job Req ID: 39289- Location: Ahmedabad, IN- Function: Other- About:
**Role**

Response and Resolution Process Factory - Team Member

**Job Level/ Designation
M2

**Function / Department**

Customer Service - Corporate/Service Partner Operations

**Location**

Ahmedabad

**No of Positions**
- 1_

**Job 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/Accountabilities**

Manage 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 5-7 years of experience in various customer service roles with expertise in managing operations and management experience
- Good Analytical Skills

**Who can Apply**

Corporate & Circle colleagues currently handling similar roles are eligible.

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