Agm - Response and Resolution

Job Req ID: 45419- Location: Ahmedabad, 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**

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 6-10 years of experience in various customer service roles with expertise in managing operations and management experience
- Good Analytical Skills Knowledge of SQL

**Who can Apply**

Corporate & Circle colleagues currently handling similar roles are eligible.

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