AGM- CS Training

2 months ago

Lucknow, 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.

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

Training Team Member

Job Level/ Designation

M2/ AGM - CS Training

Function / Department

Customer Service

Location

Lucknow, TUP Cluster

Job Purpose

The position is responsible to manage and execute Training operations for Circle based CS channels: CNC OBD, CNC Field, TSG & OBCC Teams People Capability : Deliver and drive frontline capability, knowledge and service experience to deliver excellent Customer Experience. Ensure Operational excellence for all LOBs through improvement of agent KPI's with timely refreshers based on TNIs from Quality & TNPS inputs Ontime deployment of all new updates / rollouts/ Systems Ensure adherence to all training guidelines with regular audits(Systems/KMS/LMS) and conduct timely Weekly/Monthly/Quarterly reviews Initiate and Drive Projects to improve overall customer experience. Co-opt with Ops and Drive projects to increase frontline stickiness & CX

**All guidelines and framework will be provided by the CS Corporate Training

Key Result Areas/Accountabilities

People Capability : On time batch/ Training deployment to be 100% (Ensure quarterly planning and execution on NHIP for CnC partners and FTs in cluster CS)

Training compliance to be 100% for Partners (CNC OBD, CNC Field, TSG)

Hiring, NHIP & on time rollouts of all programs with a throughput of 85% plus

All capability building programs and Saksham coverage to be 100% as per plan

Operating Efficiency (For CNC OBD, CNC Field and TSG Teams) : TNI and action plan with qualitative measures (min of ~> 5% basis KPI metric identified)

Experience: TNPS ASAT scores improvement quarter on quarter

Learning systems compliance : 100% (batch closure/ PKT/Briefing/Special modules)

Vi Search utlisation

Simplification and Standardization : Deliver on Big Bets and enhance efficiencies via simplification, standardization and digitization

Core Competencies, Knowledge, Experience

Strong telecom subject matter expertise Excellent communication, presentation and delivery skills Retail operations and management (Good to have) Strong Planning and Execution Skills Customer sensitivity & Service mind-set Engage & Present ideas/thoughts and have influencing skills 

Must have technical / professional qualifications

Graduate / Diploma TTT – Certified Additional Training Certifications ( Good to have) Experience in working on Training systems/ tools / methodologies Experience in Telecom, Retail and Service Industry Overall experience of 5 - 7 years with at least 3 to 4 years in delivering training 

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

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