Manager-Training

3 weeks ago

Mumbai, India Vodafone Idea Limited Full time

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.

Role

TNI/ A and insights Specialist

Job Level/ Designation

M1

Function / Department

Customer Service – Corporate Training

Location

Mumbai

No of Positions

1

Job Purpose

This role will be responsible to conduct TNPS – ASAT analysis for all the LOBs National Customer Service channels . The role will work on data and turn information into insight and insight into key business programs to drive frontline CXX Keeping in line with the Vodafone-Idea Service spirit, the role owner will work towards continuous enhancement in quality & quantity of training performance and customer experience.

Key Result Areas/Accountabilities

Operations Excellence

Identify all the People, Process & System opportunities to improve Customer Experience & ASAT Scores. Develop analysis and reporting capabilities and also monitor performance and quality control plans to identify improvements Liaise with cross-functional teams to take an in-depth understanding of the TNPS / GH and other CXX metrics and study agent performance as against business KPI’s Seek opportunities to drive innovation and process improvement within the reporting spectrum, nationally

Report(s) and Reporting

Support in publishing weekly/ monthly dashboards on training performance. Advance analytics maturity to move beyond descriptive and predictive analytics and into prescriptive and fully automated/algorithmic capabilities

Audit & Compliance

Conduct needs analyses and learning strategy development activities to improve individual and organizational performance through learning for all customer servicing touchpoints Produce and deliver tracking and reporting for key training KPIs for all customer servicing touchpoints Assess, synthesize and analyze data to understand business needs and make valuable contributions by providing adhoc statistical analysis Based on Customer VOC(s); identify gaps and facilitate to fix the training execution and evaluate continuous effectiveness

Stakeholder(s) Engagement

Ensure continuous collaboration with the support team/ other functions to ensure the TNI training is executed successfully Provide analytical and project support to training SPOCs

Core Competencies, Knowledge, Experience

Min work experience 4-7 years Domain expertise in each and every vertical of learning function (needs analysis, content design, learning delivery and effectiveness) Excellent communication and public speaking skills to enhance the delivery of training and collaboration on projects Good analytical skills and should be able to interpret and articulate data in simple forms. Ability to be flexible within a fast-moving work environment and juggle multiple priorities at the same time Advanced use of MS- Excel, and other Microsoft analytical tools Proven track record of using analytics techniques to contribute to company growth efforts: improving service, reducing cost and other key business outcomes

Must have technical / professional qualifications

Graduate/Post graduate Any certification (either in project management or Advanced excel ) preferred Any certification on BI tools, MS Excel, Visual BI – plus factor 3.5 years of experience working on business transformation projects, supporting technology business analyst

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

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