Agm-service Partner Operations

6 days ago

Pune, India Vodafone Idea Full time

Job Req ID: 39832- Location: Pune, 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 - Training Lead
- Contact Centre Cluster Operations

**Function / Department**: Customer Service / Service Partner Operations

**Location **:Pune

**Job Purpose **:Responsible for ensuring delivery of Customer Experience across core Inbound & outbound contact channels (Customer Care 111/198, Tele-verification, Dealer Help Line & Outbound) on Training for designated cluster through planning, ensuring timely dissemination of system, process and product training, collaborative and robust engagement with peers (corporate and circles) and partner Ops, training & Quality

**Key Result Areas/Accountabilities**:
1.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 outcomes delivered by both Inbound and Outbound channels.

2. Implement and drive Governance and Control to ensure delivery of contact centre KPI’s

3. Training Administration and Analytical Support
- Periodic reviews with partner/Circle/Corporate stakeholders on training performance

4. Stakeholder Management on account of driving Training KPI’s. Strong Partner & Circle Management and Corporate interface

5.Pune Training Lead will additionally handle Redx and S+

**Key Accountabilities -**NHIP/ LCA Performance, Throughput Performance, Attrition
- Training efficiency ,TNPS scores, ASAT, FTF
- NPS - Getting Help Scores - Rank & Gap vs Competition
- Cost / CPS & OB Campaign effectiveness: Budgets vs Actuals
- Initiatives for process enhancements and correction on customer pain areas /performance

**Core Competencies, Knowledge, Experience**:

- SME on existing systems and processes
- Training experience
- Ownership of Deliveries through partnership and involvement through core execution
- Result oriented
- Good Communication & inter personal skill

**Must have technical / professional qualifications**:

- Graduate/Post Graduate/ MBA with a min 7 - 10 years of experience in various customer service roles
- Exposure to training for minimum 5 years

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

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