Gm - Response & Resolution

1 week ago

Ahmedabad, India Vodafone Idea Full time

Job Req ID: 40571- 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.

**Role**

Response and Resolution Process Factory - Lead

**Job Level/ Designation
M3

**Function / Department**

Customer Service - Corporate / Service Partner Operations

**Location**

Ahmedabad

**Job Purpose**
- Define the escalation management strategy for all channels covering IBCC/OBCC/SM/Chat/Wcom
Define what kind of scenarios need to be escalated from time to time
- Facilitate empowerment for the first line to handle all the routine issues
- Manage Quality resolution of issues with the help of the team for a group of circles
Analyse the reason for the escalation and provide quick resolution
- Arrest the possibility of issue reoccurrence
By ensuring gaps addressed with the help of respective vertical/functional team
- Define and manage team responsibilities
Identifying critical issues, channels, category of customers and provide quick resolution

**Key Result Areas/Accountabilities**

Escalation Management:

- Key initiatives taken to address the new issues escalated during the month to proactively address the issue at first level
- Define process/es to provide quick resolution to the new issues escalated during the month
- Document each issues and the process of addressing the same by the team

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

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

Define & Manage Team Responsibilities:

- Ensure even distribution of work load among the team members and improve the productivity
- Manage 24x7 service for critical issues
- Governance & Reviews

**Core Competencies, Knowledge, Experience**
- Knowledge and Subject Matter Expertise around VIL processes, and systems
- Ability to lead, influence, create and work within cross-functional team environments
- 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 10 + years of experience in various customer service roles with sound knowledge of Response and Resolution operations.
- Comfortable with matrix work environments and a demonstrated experience of managing service partnerships.
- Good Analytical Skills

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

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