ROLE PURPOSE  - Customer Service- Strategy & Execution   - Manage customer service for in-house & outsourced operations  - Manage profitability & vendor management  - Budgeting & Planning  - Manage overall Cost of Service  - Build high performance and service centric culture  - To retain talented team members, TNI & Performance gaps of team members, Career Pathing  ESSENCE OF ROLE- Key Accountabilities  Strategic 	 - CS initiatives in line with Company objectives for the circle   - Service Reach/Access - Planning & Adherence  - Analyzing business trends & forecasting  - Facilitate Automation/Process Changes that will enhance Customer Experience  - Planning & Budgeting  - Focus on Cost of Service & Revenue Generation   - Inputs to the Service Delivery Team on changes/practices that can benefit all circles  Operational 	 - Call Center Operations and SLA delivery - Both In-house & Outsourced  - VS/VMS- Roll outs & Projects, Service Levels, Profitability  - CSG - Service provisioning & activations, Complaint & Request TAT Management, Process Improvements, Regulatory Compliance,Audits- Process/Transactional Level , Overall MIS,  - Churn Management  - HNI- Segmentation, Revenue and Relationship management  - Training - Process, Soft skills, Behavioral, Skill based  - Quality- Transactional & Process Level, TRAI/TNS Audits  - Recruitment/Manpower - Planning & adherence  - IT infrastructure requirement/enhancement & UAT's  - Zonal Support  Developmental 	 - Talent retention through career planning  - Create a work environment that is conducive for company's growth  - Identify TNI basis performance gaps of team members   ROLE DIMENSIONS  FINANCIAL (Limits/Mandates Etc.)	 	  - Annual CS Budget   - To bridge the Budget vs Actual gap  - Cost to serve  - Revenue Generation  - Forecasting		   NON FINANCIAL  - Manpower Planning  - Span of control   - Productivity/efficiency across CS verticals  - Customer segmentation for differential service   Candidates only between 13-16 years of experience/ Premier B-Schools should apply.

Chennai

Vodafone - Head - Customer Service 

Vodafone - Head - Customer Service  ,Job Description for Vodafone - Head - Customer Service  in Vodafone in  Chennai for (13-16) years of experience. Apply Now!

Job Description for Vodafone - Head - Customer Service  in Vodafone in  Chennai for (13-16) years of experience. Apply Now!