Vodafone Idea - AGM - Service Operations

Role - Service Operation

Function - Customer Service

Designation - AGM/M2

Location -Hyderabad

Job Purpose:

Responsible for site operations, Own and deliver customer service Experience on processes defined in IBCC and OBCC for the designated site/s

Key Result Areas/Accountabilities:

1. Manage and deliver Key KPI's though effective operations and partner Management.

2. Support to partner as a VIL representative on Customer issue addressal, timely escalation close looping, IT support through mediation between Site and Corporate

3. Capacity Planning and Execution in site

4. Identify customer issues through identification of potential issues.

5. Stake holder Management

6. KPI deliverables

Key Accountabilities:

Service Levels

TNPS - ASAT and FTF

UC% age

Audit Observation on Site Governance

Initiatives for process enhancements and correction on customer pain areas /performance impacting areas

Core Competencies, Knowledge, Experience:

- SME on existing systems and processes

- Partner Management and handling

- Ability to deliver through inter personal skills, people management

- Strong Execution Skills

- Strong Analytical Skills, CC Operations experience including Outbound Retention process experience

Must have technical / professional qualifications:

- Graduate/Post Graduate/ MBA with a min 6 + years of experience in various customer service roles , preferably Front end facing roles

- Knowledge of various systems, process and reporting tools

- Good analytical abilities