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 Title

Lead – CC Operation Support

Position No

Function

Customer Service

Sub Function/ Vertical/ Department

Service Partner Operation

Band

M2

Reports to Role (Position No)

Head – Tech Support

Location

Corporate, Mumbai

Date of last update/approval

30 Oct 2025

1. 
   
2. Organisation Structure

Add/removes roles as required to capture the Organisation structure accurately

1. 
   
2. Job Purpose (In one or two sentences)

The position support outsourced partner operation at Contact Centres across formats. Run governance with OSCC & IT teams.

1. 
   
2. Key Accountabilities / Key Result Areas (Max 5)

• Application uptime & day to day operational support to OSCC teams
• Incident management & Issue resolution
• New OSCC transition & IT migration as per business requirement & timelines
• Demand Management, Regulatory & infosec governance

1. 
   
2. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

• Customer service orientation
• Exposure to CC applications & Telephony
• Strong communication, collaboration and execution with ability to direct & influence key outcomes in interest of customer & business
• Planning, organising skills and having a technical bent of mind
• Deep and continuously refreshed understanding of customer experience processes – across the gamut of operations, systems, training and quality
• Graduate. Preferably MBA with -10 years of experience. Prior experience in Contact Center operation will be an added advantage

1. 
   
2. Key Performance Indicators (Max 5)

• Application uptime and availability
• TNPS score
• Drive SLA with OSCC & IT
• Process Correction/Enhancements/Recommendations
• Drive Cost & Synergy

1. 
   
2. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

• SPO Opex to be lower than the budget
• Avoid penalties
• Regulatory and MSA compliance

1. 
   
2. Risks, Challenges, Job Context (Short Description)

• Managing multiple applications (CISCO, CRM, other applications ) PAN India
• Managing multiple projects & new requirement to support business
• Aligning circle and partner resources
• Overall performance governance – real time basis
• BCP planning & Deployment

1. 
   
2. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

No dotted line reporting

   Job Holder

  Reports To Manager

Name

Shreya Sonawane

Abhishek Jha

Signature

Date

30/10/2025

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership