Airtel - Govt Voice Collection Role

Role Govt Voice Collection

Department - Customer experience

Education - MBA

Pls find the below JD :

Short Description for Internal Candidates:

Purpose of the Job Responsible for Custodian of Customer Service Experience and to deliver and own CSD KPIs for the Zone in line with AOP and to Implement & Drive Collaborative Initiatives across Departments on Customer Service at a Zonal Level, in order significantly enhance business performance.

Description for Internal Candidates :

Key Deliverables :

- Ensure operational execution of Collection & Retention strategy to reduce churn and Bad debt

- Effective Management of ARCs to ensure superior customer experience for pre& post customer

- Drive Complaint reduction and increase FTR at ARCs/ASCs/AEOs

- Drive High Value Service Experience to increase customer retention and Revenue from these segments

- Drive Rural Service Experience through ASC expansion and ASC engagement & training.

- Drive Compliance Management through continuous education at Distributors/Retailers on document adherence, Quality of APEF & reduction of multiple APEF

- Regular review and monitoring of channel partners & agencies to ensure higher performance and productivity

- Ensure self-care awareness, Vas revenue up sale, GPRs & data service solution at touch points

Skills Required :

- Strong Analytical skills

- Very high Excel and financial modeling skills

- High process orientation

- Good communication skills

- Result - Orientation

- High negotiation skills

Educational Qualifications :

- Full Time graduate, preferably MBA/ PGDM