Vodafone Idea - AGM - Call Centre Analytics COE

CC Analytics Team Member - CoE

Job Level/ Designation - M2

Function / Department - Customer Service - Corporate / Service Partner Operations

Location - Ahmedabad

No of Positions - 1

Job Purpose

- Generate and share insights from the Contact centre data sources (inbound/outbound/BO/Chat/SM) with all stake holders from time to time.

- Generate insights in creating value addition, digital adoption, cost reduction and proactive addressing of customer issues.

Key Result Areas/Accountabilities

- Ensure all standard reports are designed, automated and periodically published

- Developing useful insights with cross channel utilization

- Develop and share insights on national and circle specific trends

- Share analysis on the reasons for the calls and suggest proactive measures to address them

- Share insights for digital enablement of customer requirements

- Monitor system disruptions impacting operations and share insights

- Track utilization of empowerments and suggest measures to improve first call resolution

- Track & Publish Upsell & Payback trend on a Weekly & Monthly basis

- Identify the frequently used- adhoc reports required by business teams and get standardised, designed and deployed

Core Competencies, Knowledge, Experience

- Ability to work on MIS and BI tools

- Sound knowledge of MS-Access/Excel

- Strong analytics capability to integrate multiple data sources and derive inferences

- 6 - 8 years of relevant experience in Analytics

- Must have technical / professional qualifications

- Graduate/Postgraduate - with 6-10 years of relevant experience with 3-4 years in telecom domain

- Good Analytical Skills