Agm - Service Operations Training

1 week ago

Pune, India Vodafone Idea Full time

Job Req ID: 39288- Location: Pune, IN- Function: Other- About:

- Position will be responsible for Backoffice Training operations as a part of Service Partner operations for delivery of training operations with consistent execution, collaborative and robust engagement with peers (clusters /circles) and partners. Adherence to the national training guidelines by liaising with partner/ corporate teams to track and drive compliance to Hiring and Training. Identify training needs and drive suitable training initiatives for overall development of the process.
- 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.
- Frontline Focus: Implement and drive Governance and Control to ensure delivery of Backoffice KPI’s namely TAT, Quality of Closure and TNPS Re-poll Lead the planning and implementation of Training programs and Frontline skilling initiatives. Ensure high quality resolution is happening to reduce repeat and improve customer satisfaction.
- Training Administration and Analytical Support
- Periodic reviews with partner/Circle/Corporate stakeholders on training performance Adherence to the national training curriculum and guidelines
- Accurate and On-Time Process & Product Content update and cascade through appropriate knowledge management tools
- People Management - Stakeholder Management on account of driving Training KPI’s. Strong Partner & Circle Management and Corporate interface
- Ensure Sustenance and Improvement and explore opportunities for automation & Digitization
- Domain Expertise: Preferably from Telecom with deep understanding of Backoffice operations, Service Request management Or from similar service industries like banking back office operations type.
- 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 at Backoffice centres managed through effective analytics and implementation skills with partner, circle and cross-functional teams
- Graduate/Post Graduate/ MBA with a min 7 - 10 years of experience in various customer service roles with experience in similar training role in the last 2 years
- Preferably Six sigma green belt/ Black belt certified.
- Deep and continuously refreshed understanding of customer experience processes - across the gamut of operations, systems, training and quality
- Exposure to reporting and analytics tools

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