Agm-service Operations

2 days ago

Ernakulam, India Vodafone Idea Full time

Job Req ID: 40584- Location: Ernakulam, 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 Lead
- Contact Centre cluster Operations

**Job Level/ Designation
M2

**Function / Department**

Customer Service / Service Partner Operations

**Location**

Kochi

**Job Purpose**

Responsible for site operations, Own and deliver customer service Experience on processes defined in IBCC and OBCC for the designated site/s

**Key Result Areas/Accountabilities**
- Manage and deliver Key KPI’s though effective operations and partner Management.
- Support to partner as a VIL representative on Customer issue addressal, timely escalation close looping, IT support through mediation between Site and Corporate
- Capacity Planning and Execution in site
- Identify customer issues through identification of potential issues.
- Stake holder Management
- KPI deliverables

Key Accountabilities
- Service Levels

TNPS - Asat and FTF

UC% age

Audit Observation on Site Governance

Initiatives for process enhancements and correction on customer pain areas /performance impacting areas

**Core Competencies, Knowledge, Experience**
- SME on existing systems and processes
- 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 7-10 years of experience in various customer service roles, preferably Front end facing 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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