Vodafone - Manager - Customer Service - Call Center Operations

Manager - Service Partner for Call Center operations

Daily operational activities :

- To ensure the Service Partner adheres to all standard operating procedures.

- To ensure Service Partner maintain adequate staffing required to handle the forecasted volumes daily

- To highlight all aberrations in standard operating procedures by the service partner.

- Ensuring Internal and External Quality standards are met

- High focus on the Customer Satisfaction Survey.

- Ensuring Accurate MIS maintained by Service Partner

- Monthly Invoice management as per defined clauses

- To ensure all customer escalations & complaints are handled as per our requirements with records of the same maintained for future reference

Cost & Revenue Management:

- To work at reducing - Calls per Subscriber- by promoting automation and improving processes which results in savings

- To help service partner reduce - Repeat Calls- by ensuring first call resolution thereby reducing volumes

- To ensure revenue generation through up-selling & cross-selling as per defined procedures

Should have very good communication and understand the dynamics of vendor management.