24/06 Sonal Lakhe
HR at Vodafone Idea

Views:1470 Applications:119 Rec. Actions:Recruiter Actions:0

Vodafone Idea - Digital Training Role - Back Office Operations (7-12 yrs)

Mumbai Job Code: 712723

Role Title : Digital Training

Sub Function/ Vertical/ Department : Back office operations

Reports to Role (Position No) : Cluster Lead Digital

Location : Mumbai

Job Description

1) Job Purpose (In one or two sentences) : 

- Position will be responsible for managing training for Digital operations (Chat and Social Media) PAN India through outsourced partner as a part of Service Partner operations. 

- Responsibilities involves ensuring strong focus on training by driving Enriched customer experience and augment people capabilities across all LOBS under Digital and Email. 

- Adhere to the national training guidelines by liaising with partner/ corporate teams to track and drive compliance to Hiring and Training. Identify training needs and drive suitable training initiatives for overall development of the process.

2) Key Accountabilities / Key Result Areas (Max 5)

- Audit scores

- TNPS scores

- FTF : First time first fix

- Governance of the process

- Partner management

3) Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

- Customer service delivery

- Team management

- Partner management

- Planning and organising

- Analytical skills

- Expertise in managing training roles for at least 5 years and overall experience of 7 to 12 years in customer service from telecom/BPO / ecommerce industry

- Graduate and above

4) Key Performance Indicators (Max 5)

- TNPS score

- External quality scores

- FTF- First time fix

- LTR - Likely hood to recommend

- Process Correction/enhancements/Recommendations.

5) Risks, Challenges, Job Context (Short Description) : 

- Managing Digital operations as outsourced operations.

- Implementing standard processes since process vary from circle to circle

- Aligning circle and partner resources.

Women-friendly workplace:

Maternity and Paternity Benefits

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