Agm - Service Operations

Job Req ID: 40452- Location: Kolkata, 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.

**Job Purpose**:

- To own and deliver Customer Experience across core Inbound & outbound contact channels (Customer Care 111/198, Tele-verification, Dealer Help Line & Outbound) on Training for designated cluster through planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners

**Key Accountabilities**
- Customer Service Operations - Manage and deliver Training effectiveness at the site through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes delivered by both Inbound and Outbound channels.
- Operational Delivery - Implement and drive Governance and Control to ensure delivery of contact centre KPI’s namely Service Levels, CPS,TNPS, NPS- GH. Lead the planning and implementation of Training programs and Frontline skilling initiatives
- Training Administration and Analytical Support
- Periodic reviews with partner/Circle/Corporate stakeholders on training performance
- People Management - Stakeholder Management on account of driving Training KPI’s. Strong Partner & Circle Management and Corporate interface

**Core Competencies, Knowledge, Experience, Technical / Professional Qualifications**
- 7-10 years of Training Delivery and management experience, bulk of it in Contact Centre, with 2-3 years as Training lead managing and delivering experience and business outcomes for a large service process for a leading organization
- Domain Expertise - Deep and continuously refreshed understanding of customer experience processes, (both Inbound and outbound)
- across the gamut of operations, systems, training and quality.
- Partnership Management - To own, build and manage partner relationships to extract necessary short & long-term win-win outcomes from partners, through close coordination and engagement with other support teams
- People Management skills - communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business
- Strong Execution skills - Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter basis from the processes at Inbound & Outbound Call centres managed through effective analytics and implementation skills with partner, circle and cross-functional teams

**Key Performance Indicators**
- NHIP/ LCA Performance, Throughput Performance, Attrition
- Training efficiency ,TNPS scores, ASAT, FTF & TF
- NPS - Getting Help Scores - Rank & Gap vs Competition
- Cost / CPS & OB Campaign effectiveness: Budgets vs Actuals
- Initiatives for process enhancements and correction on customer pain areas /performance impacting areas

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