Airtel - Agency Manager - Customer Service Delivery

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