Agm - Service Operations

6 days ago

Indore, India Vodafone Idea Full time

Job Req ID: 40457- 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**

SPO - Site Governance & Partner Relationship Lead

**Job Level/ Designation
M2

**Function / Department**

Customer Service / Service Partner Operations

**Reports to**

SPO - Contact Centre Ops - Cluster Lead(M3)

**Location**

Indore

**Job Purpose**

Responsible for Infra, Technology & Administrative part for the designated OBCC site/s

**Key Result Areas/Accountabilities**
- Coordinating with clusters, Corp verticals and partners for Forecast/Projections
- Responsible for effective resource planning and execution in Site, ID Management
- Manage partner/s relationship ensuring agreement compliance, dispute resolution, Infra and manpower support, bill settlement
- Ensure Site Up time and technology upgrades at partner location
- Responsible for arranging possible BCPs in case of planned/unplanned downtimes - WFH/WFO
- Responsible for spends management, validation & approvals of billing and RNP
- Site Governance and Audit observations

**Core Competencies, Knowledge, Experience**
- Hands on experience in managing call centres
- 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 5-7 years of experience in various customer service roles, preferably front end customer engagement roles
- Knowledge of various systems, process and reporting tools
- Good analytical abilities

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

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