AGM - Service Operations

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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Response and Resolution Process Factory –  Team Member

Job Level/ Designation

M2

Function / Department

Customer Service – Corporate/Service Partner Operations

Location

Ahmedabad

No of Positions

2

Job Purpose

1. 
   
2. Manage Quality resolution of issues with the help of circle, corporate vertical teams for a  group of circles
   
   1. 
      
   2. Analyse the reason for the escalation and provide quick resolution

1. 
   
2. Arrest the possibility of issue reoccurrence
   
   1. 
      
   2. Analysing gaps in the process/people/product
   3. By ensuring gaps addressed with the help of respective vertical/functional team

Key Result Areas/Accountabilities

Manage Quality Resolution:

1. 
   
2. Ensure timely closure of the issues to deliver Service Levels
3. Minimal repeat of the issues from the closures
4. Quality of resolution scores : TNPS
5. Continuous improvement in Improved productivity

Arrest Possibility of recurrence:

1. 
   
2. Analyse the category wise issue escalations and repeats- Repeat issue %

1. 
   
2. Issues closed with other verticals/functions in deploying automation, proactive resolution

Core Competencies, Knowledge, Experience

1. 
   
2. Knowledge and Subject Matter Expertise around VIL processes, and systems
3. Excellent analytical skills to identify the process/product gaps and provide resolution
4. Self-motivated, willing to excel
5. 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 6-10 years of experience in various customer service roles  with expertise in  managing operations and management experience
• Good Analytical Skills

Who can Apply

Corporate & Circle colleagues currently handling similar roles are eligible.

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership