Outbound Collection Manager

AGM - Outbound Collection

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

Outbound Collections

Job Level/ Designation

M2

Function / Department

Customer Service

Location

Delhi

Job Purpose

• Managing outbound collections call centre & Partner
• Driving Retention & Collection from various outbound calling campaigns for assigned circles.
• Ensure assigned Circle KPI delivery on Overall Retention, Collections ,Bad debt and Churn
• Maintain Cost of Collections & retentions within budget
• Ensure Churn, M0 collection, forwards flows are within Target.
• Manage National level collections projects as an when assigned.

Key Result Areas/Accountabilities

• Responsible for achieving key KPIs of Retention, Collections, CSAT and Quality scores
• Partner management & regular outbound performance monitoring
• Building intelligence into outbound process to ensure least intrusive retention and collection process
• Standardization of process and replication of best practice for better customer experience
• Cross functional Engagement
• Proactive follow up on probable Barring and Suspension cases to avoid impact on Churn
• Focus on negative TNPS Score, Analysis and Key attention (FCR/FTR) for Collection, resolving complaints/requests with complete and precise resolution.

Core Competencies, Knowledge, Experience

• Exposure to customer retention role.
• Hands on experience of customer life cycle management.
• Collections Management (Collection expertise)
• Outbound collection process through Dialler
• Sound analytical skills and strategic thinking
• Capability to influence cross functionally across circles under matrix structure
• Co-ordination with Retail and CS Team for Collection and Retention Related Cross Function activity

Must have technical / professional qualifications

• Graduate / PG in any field
• Communication skills
• MS Office & Presentation Skills

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