Lead-CS National Partner Operations

AGM - NCC,Data Assist&Field Support

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.

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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.

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

Job Description – AGM – Lead-CS National Partner Operations- Enterprise Business

Role title: Lead-CS National Partner Operations- Enterprise Business

Function: Enterprise Business

Band: M-2

Department: CS- Enterprise Business

Reports to: GM -Enterprise Mobility support

Location: Pune- Corporate

Role purpose:

1. Will be a Central corporate role with PAN India responsibilities across Enterprise Mobility
2. Accountable for Enterprise National Contact Centre handling all COCP customer and Data Assist team responsible for International Roaming & Data related Complaints
3. Role involves managing a tier 1 outsourced business partner located in Pune
4. Will be responsible for timely governance of partner KPI's and capacity to ensure better experience to end customers and operations are in line with allocated budgets
5. Will be responsible for TNPS Improvements/customer experience ,volumes reductions and increase in First time right resolution
6. Identify and resolve issues resulting in repeat calls to contact centre and complaints to international roaming customers. Attend Customer meetings to understand VOC
7. Process reengineering through automation, digitization and cost optimization.
8. The role would also involve providing intelligence to corporate SPOCS. Cluster teams, Service Management Team and all Relevant Stakeholders to take informed decisions and improve internal processes
9. Manage escalations for any HNI customers especially when on International Roaming
10. Work with Corp & cluster CFT's to agree & drive actions to improve CXX
11. Be the escalation level for cluster service management teams to help in timely resolving customer issues and deploy fix.

Key accountabilities and decision ownership

Service Performance and Operations Support for EBO

Operation Management: Implement and drive Governance and Control to deliver contact Centre KPI targets for the team and LOB. Monitor the Service performance, formulate comprehensive strategy plan to ensure successful delivery on time and within budget. Ability to Handle Incident, Problem and Change management

Interfaces with Customers/Stakeholders: Manage customer /stakeholder relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery

Partner Management: Periodic performance reviews with Partners against defined deliverables and engage with partners to drive improvements.

Ensure Opex is within allocated budget

Team Management: Effectively manage team through robust performance management and keep the team highly motivated to help deliver to the performance targets through strong/consistent employee engagement activities. Mentor, coach and educate all employees on operational policies and procedures.

Process improvement project: Redesigning of existing Process and realigning all the Partners to follow the same Guidelines. New Product Onboarding and Service Strategies. Setting up Process and creating SOW and LWI.

Core competencies, knowledge and experience

• Telecom industry experience with inclusive awareness of telecom products –Mobility .Needs to clearly understand stakeholder management, people management, and operations management
• Experience of Contact centre management of KPIs such as SL, Abandon, ACHT, Repeat etc, along with knowledge of IVR, Cisco Telephony
• Experience of service channels like voice ,email & Chat operations
• Partner/vendor Management
• Escalation Management
• Stakeholder management
• Managing and streamlining operations
• Attitude towards meeting customer first agenda
• Problem Solver
• Proactive and Independent

Must have technical / professional qualifications:

• Qualifications: Graduation in any field
• Professional Certifications like Six Sigma / CCNA / Agile may add advantage.
• Overall Experience: 12-15 years
• Experience of handling Large Scale Contact Centre Set up
• People Management

Budget owned:

• Pay outs to vendors/ partners for On-going Service Support
• Any additional Spend for adhoc/seasonal business requirements
• Capex for any automation or additional developments

Key performance indicators:

• Contact Centre KPIs of Service Levels,
• Maintain FTR
• TNPS Improvement.
• Reduce agent errors month on month
• Outsourced partners to work as per SOW and within budget
• Implementation of automation and digitization

Direct reports: 0

Dotted reports:

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

Experience LevelSenior Level

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