Gm - Response & Resolution

2 weeks ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 37951- Location: Mumbai, IN- Function: Other- About:
**Role**

Response and Resolution Process Factory - Fasttrack and Regulatory Lead

**Job Level/ Designation
M3

**Function / Department**

Customer Service - Corporate / Service Partner Operations

**Location**

Mumbai

**No of Positions**

1

**Job Purpose**
- Plan and manage end to end resolution of escalated issues under fastrack
- Ensure routing of all circle issues, Plan and manage capacity for all circles
- Provide quality resolution with mínimal repeat issues
- Deploy and manage the team to handle the escalation 24x7
- Drive process corrections with the help of other functions & Verticals
- Manage Regulatory compliance and support all circles
- For issues referred to complaint management & BO Operations

**Key Result Areas/Accountabilities**
- Plan and manage end to end resolution of escalated issues under fastrack
- Timely closure with the help of circle, vertical & functional teams
- Provide quality resolution with mínimal repeat issues - FTR
- Optimise the distribution of the workload among the team
- Drive process corrections with the help of other functions & Verticals
- Drive traffic to digital channels for all repeat issues
- Manage Regulatory compliance for all circles on compliant handling & BO operations
- DoT, TRAI, QoS reporting for all circles
- Support circle teams in dealing with regulatory agencies

**Core Competencies, Knowledge, Experience**
- Knowledge and Subject Matter Expertise around VIL processes, and systems
- Ability to lead, influence, create and work within cross-functional team environments
- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention
- Good interpersonal skills and communication skills

**Must have technical / professional qualifications**
- Graduate with 10+ years of work experience with 5 to 7 years in Telecom
- Good Analytical Skills

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