Agm - Service Operations

5 days ago

Noida, India Vodafone Idea Full time

Job Req ID: 37950- Location: Noida, IN- Function: Other- About:
**Role**

SPO - Site Lead
- Contact Centre Cluster Operations

**Job Level/ Designation
M2

**Function / Department**

Customer Service / Service Partner Operations

**Location**

Noida

**Job Purpose**

Responsible for site operations, Own and deliver customer service Experience on processes defined in IBCC and OBCC for the designated site/s

**Key Result Areas/Accountabilities**
- Manage and deliver Key KPI’s though effective operations and partner Management.
- Support to partner as a VIL representative on Customer issue addressal, timely escalation close looping, IT support through mediation between Site and Corporate
- Capacity Planning and Execution in site
- Identify customer issues through identification of potential issues.
- Stake holder Management
- KPI deliverables

Key Accountabilities
- Service Levels

TNPS - Asat and FTF

UC% age

Audit Observation on Site Governance

Initiatives for process enhancements and correction on customer pain areas /performance impacting areas

**Core Competencies, Knowledge, Experience**
- SME on existing systems and processes
- Partner Management and handling
- Ability to deliver through inter personal skills, people management
- Strong Execution Skills

**Must have technical / professional qualifications**
- Graduate/Post Graduate/ MBA with 7-10 years of experience in various customer service roles, preferably Front end facing roles
- Knowledge of various systems, process and reporting tools
- Good analytical abilities

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