Business Manager

Business Manager

Key Responsibilities

Hiring Management : Understanding of hiring process followed at partner end; Owning hiring validation 100%; Active involvement in hiring process at partner end to gauge the quality of manpower being on boarded and adherence to the contracted job description.

Training & Quality Management : Engage with NHIP batches to understand training effectiveness ; Suggest changes in training content for new product & processes- drive the suggestions to closure; Ensure refreshers are conducted as per schedule – regularly sit thru refreshers/NHIP.

Process mapping & management : Process fix and ship ; Test all new product launches and initiate live demo on floor; Ensure and participate in briefings being done on floor. Dissemination of briefing to be checked basis dipstick and random test calls ;Suggest changes/simplification covering the entire gamut right from training content, quality legend, SOP, applications to processes ; Ensure adequate manpower on board as is directed contractually. Work with Partner on capacity assumptions taking into account various risks e.g. Festivities, exams, competition setup etc.

Customer Management : Influence the culture of call listening at partner's end for both middle & senior management to relate to customer's agony and improve call handling etiquettes ; Outcall repeat callers & display true spirit of being an airtel ambassador to create partner sensitivity on call handling for agonized customers ; Focus group discussion with CCE's and team leads to understand health of the process & their pain points, if any-

Org: Airtel Designation: Experience: 0-34 years Position Type: TBD

1/2

8/24/2020

weekly drive key KPI by problem solving; understanding trends and influencing partner team towards alignment .
Reporting Management : Ensure availability of adequate information, historical data and performance metrics; Validation of all KPI's being reported from a governance standpoint to ensure no leakage leading to impact on financials / customer experience ; Review prevalent KPIs and their thresholds ; Ensure check on all contracted parameters for the process are readily available. Partner & Relationship Management : Take ownership of delivering partner satisfaction ; Ensure partner's readiness and capabilities to support airtel' s growth strategies. Alignment of partner to airtel' s strategies and long-term plans ; Manage change within the organization and resolve conflicts that may arise between the Partner and Airtel ; Showcase achievement and best practices adopted by partner across the fraternity thereby ensuring consistent qualitative delivery and motivation.
Knowledge Management : Possess in-depth knowledge of hosted solution ; Expertise in application and ID management ;Should be aware of all airtel products and ensure conversion of partner onto these products.

Experience & Skills Skills Required

Call center skill set mapping / routing technology - post joining
Airtel Applications (DT/CRM/UD etc.) - Post joining Process/Product trained/Call taking - post joining Understanding of basic WFM semantics

Educational Qualifications (must have)

Graduate, pref. post graduate
Must know to read, Write and speak :English and Hindi, and regional language for the said circle.

Work Experience (must have)

6+ yrs. with min. 3 yrs. in a BPO/Telecom Should have managed large teams

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel.

Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow.

We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before' .