Agm-performance&optimisationanalytic

Job Req ID: 39952- Location: Pune, IN- Function: Technology/ IOT/Cloud- 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**

TM - TSG & CXX

**Job Level/ Designation**

Cluster Performance & Optimisation Analyticst M2

**Function / Department**

Technology (Planning & Quality)

**Location**

Pune

**Job Purpose**

In the highly competitive telecom business, Network Quality is the key differentiator

Of customer satisfaction. This role will be accountable for quality and performance of

circle and to ensure prompt monitoring and Optimization to deliver superior voice & data experience to customers.

**Key Result Areas/Accountabilities**

1. Analysis of Customer complanits to improve Customer experince and Aim to reduce CPKS (Customer complaints per Thousand customers)

2. Knowledge of 4G data and VoLte call flow.

3. Co-ordinate with Cross funtional team for Complaints solution.

4. Manage team of TSG (Technical support group) handling Complaints and closing SRs with TAT on daily basis.

5. Anaysis of repeated complaints and coordinate with internal team for solution

6. Training to TSGs on
- Trouble shooting of complaints, analysis and how to provided proper feedback to backend team for complaint resolution.

7. Provide inputs of Areas / cluster with Maximum complaints alomg with Attribute type to Planning team planning ressurce planning accordingly.

8. Analysis of Crowd source data
- Facebook, NPS and action required for improvement.

9. Experince in - Higher Management Presentation preparation with Analytic data and conclusions.

1. Analysis of Customer complanits to improve Customer experince and Aim to reduce CPKS (Customer complaints per Thousand customers)

2. Knowledge of 4G data and VoLte call flow.

3. Co-ordinate with Cross funtional team for Complaints solution.

4. Manage team of TSG (Technical support group) handling Complaints and closing SRs with TAT on daily basis.

5. Anaysis of repeated complaints and coordinate with internal team for solution

**Core Competencies, Knowledge, Experience**

In-depth technical knowledge in radio network parameters & optimization 2G/3G/4G/VoLTE)

Excellent domain knowledge and hands on experience to use optimization tools Very good analytical skills to trouble shoot network quality KPI degradation/customer complaints

Strong leadership and people management capability, Strategy handling skills, very good cross functional co-ordination.

Customer centric, Innovative, Ambitious and competitive, Calculated risk taking & task oriented

**Must have technical / professional qualifications**

B-Tech Electronics and Telecommunications with 12+ years of experience

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