Vodafone - AM - Call Centre Outbound - Customer Operations

Operations:

- Manage Operations of Outbound call center through Service Partner Relationship Management.

- Build strong partnership with the service provider and the internal stakeholders in Sales, Marketing, Retentions, Back office, Credit & Collections teams by collaborating with them for effective campaign planning.

- Take up projects/ initiatives to improve overall process efficiencies

- Review and eliminate non-productive campaigns and partner with the internal teams to improve delivery on existing campaigns

- Roll out of new campaigns

- Analysis on VOC and use it as an effective tool for process correction/changes for better customer experience

- Capability Development of team by effective coaching and mentoring

- Raise the partner engagement as a service provider and business developer to internal functions.

- Build expertise amongst stakeholders & partner resources on dialler technologies

- HSW & Diversity - Take specific & demonstrable measures to drive the agendas in the team

- Team motivation and engagement activity at service partner end through different Reward and Recognition programmes

Performance

- Achieve Key KPI's in line with Circle Goals

- Revenue v/s Cost and Up selling in Marketing campaigns

- Customer Retention

- Process correction

- Customer satisfaction

- External Quality