AGM - Service Operations Training

1 month ago

Chennai, 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

AGM - Service Operations – Training lead (CBO) at Chennai

Job Level/ Designation

M2

Function / Department

Customer Service – Corporate / Service Partner Operations

Location

Chennai

No of Positions

1

Job Purpose

Position will be responsible for Backoffice Training operations as a part of Service Partner operations for delivery of training operations with consistent execution, collaborative and robust engagement with peers (clusters /circles) and partners. Adherence to the national training guidelines by liaising with partner/ corporate teams to track and drive compliance to Hiring and Training. Identify training needs and drive suitable training initiatives for overall development of the process.

Key Result Areas/Accountabilities

100% evaluation of new manpower at the time of hiring. Manage and deliver Training effectiveness at the site through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience.

Frontline Focus: Implement and drive Governance and Control to ensure delivery of Backoffice KPI’s namely TAT, Quality of Closure and TNPS Re-poll Lead the planning and implementation of Training programs and Frontline skilling initiatives. Ensure high quality resolution is happening to reduce repeat and improve customer satisfaction.

Training Administration and Analytical Support- Periodic reviews with partner/Circle/Corporate stakeholders on training performance Adherence to the national training curriculum and guidelines

Accurate and On-Time Process & Product Content update and cascade through appropriate knowledge management tools

Daily audit of transactions and end to end follow ups on the closure of the findings.

People Management – Stakeholder Management on account of driving Training KPI’s. Strong Partner & Circle Management and Corporate interface

Ensure Sustenance and Improvement and explore opportunities for automation & Digitization

Core Competencies, Knowledge, Experience

Domain Expertise: Preferably from Telecom with deep understanding of Backoffice operations, Service Request management Or from similar service industries like banking back office operations type.

Partnership Management – To own, build and manage partner relationships to extract necessary short & long-term win-win outcomes from partners, through close coordination and engagement with other support teams

People Management skills – communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business

Strong Execution skills – Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter at Backoffice centres managed through effective analytics and implementation skills with partner, circle and cross-functional teams

Must have technical / professional qualifications

Graduate/Post Graduate/ MBA with a min 7 - 10 years of experience in various customer service roles with experience in similar role in the last 2 years

Preferably Six sigma green belt/ Black belt certified.

Deep and continuously refreshed understanding of customer experience processes – across the gamut of operations, systems, training and quality

Exposure to reporting and analytics tools

Who can Apply

With relevant experience

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

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