Job Title: Agency manager
Job Level: Manager
Function: Customer Service Delivery
Location: Circle
Reporting to: Regional - Voice Head
Purpose of the Job (Brief):
- To Manage Agency & Partner Network to ensure maximum efficiencies & productivity & Owns customer experience & Drives Collection and Bad debt deliverables for circle
Deliverables (Maximum 5-6 key responsibilities)
Expected Key Results:
- Collection efficiency
- Bad debt Reduction
- Agency Management and Process adherence
- B2B Collin Cost (Rs Mn) and %waiver reduction
- Billing related complain reduction
- Churn
Activities:
- Ensuring collection efficiency through effective agency management and CRE review mechanism
- Ensure Lowest bad debt, with timely collection and recovery from old o/ s.
- Ensure high productivity of CLCM Agency management
- Month on Month performance of Total billing Cost/Cust vs. the Target in AoP will be used for KRA achievement calculation and % waivers reduction
- Complaints related to billing / No. of a unique customer complaining
- Drives churn through agency manpower
Decision level:
Prime:
- Final Decision-Making authority, accountable to the Management
1. Operational Efficiencies
Shared:
- Decisions reached jointly with peers on a collective basis
- Policy level decisions on barring and suspension
Contributory:
- Makes a major contribution to a decision or policy judgment reached by others
- Process improvements required to be done and the timeframe required for the same to ensure customer satisfaction
Demonstrate (Key competencies):
1. Prioritization of deliverables and expectations
2. Planning and execution management
3. Crisis Management and contingency planning
4. Ability to review, analyze and understand trends
5. Relationship Management / Negotiation Skills
6. Dynamic and with initiative - self driven
7. Ability to influence people at all levels internally and among partner management
Educational Level:
Must have: Graduate / Post Graduate
Working Experience
Must have:
1. Overall 7-8 years of experience of which at least 3 years in the area of customer service management, and governance and process improvement.
Dimensions:
Impact of position on :
1. Revenue: 480 Cr per Annum with a total base of the 5-6L customer base for mobile and Telemedia
2. Customer CSAT
3. Manpower- 11 on roll and 150 off a roll
4. Corporate customers spread across 15 states
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