Agm-service Excellence

Job Req ID: 39725- Location: Indore, 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. Role Circle Training Executive Function / Department Customer Service | Training Job Purpose 1. The position is responsible to manage and execute Training operations for Circle based CS channels: - Retail (COCO & FOFO, C&C and Retentions 2. This role owner will ensure to deliver consistent and effective training as per the set corporate norms and defined framework and structure to all new joiners and existing staff within the verticals under preview. 3. Project manage and drive all Training related activities, special projects (Per guidance) along with resource utilization for verticals under preview 4. Conduct refreshers based on TNI and Quality & TNPS inputs 5. Facilitate briefings and rollouts for all new campaigns and launches 6. Support in audits and dip checks as per requirement. **All guidelines and framework will be provided by the CS Corporate Training Key Result Areas/Accountabilities 1. Training Delivery & Execution - Track, Plan, manage and execute all relevant training delivery operations with respect to onboarding and overall people capability enhancement ( BAU induction, Remedial, Upskilling) - Support in last mile Refresher training delivery (classroom or digital) learning rollouts and refreshers on time and in alignment to business directives - Deliver CXX and TNPS ( TNPS as per circle and set targets) - Responsible for 30 day Quality (TNPS), Training Throughput, support to align TNPS (ASAT) per targets 2. Training Operational Excellence - Facilitate TNI/ A and action and remediate corrective action plans basis quality feedback/ TNPS - Ensure on time and regular delivery of refreshers and knowledge assessments for LOB’s under preview - Monitor and track people processes, knowledge /skilling/assessing systems from hiring to performance (across frontline lifecycle) for the owned learner group in liaison will relevant internal teams - Responsible for managing and executing Training budget and expenses (As per corporate guidance) 3. Compliance & Audits - Periodic audits of Training delivery at stores, partner sites ( C&C) - Governance and deployment adherence on KMS and LMS usage. - Hiring > Training > On Production adherence checks for seamless adherence to Training norms/ policies and protocols Core Competencies, Knowledge, Experience Core Competencies, knowledge and Experience - 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 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 1. Overall experience of 5 - 7 years with at least 3 to 4 years in delivering training **Vodafone Idea Limited** (formerly Idea Cellular Limited) An Aditya Birla Group & Vodafone partnership