Role : Title Digital Training Location : Mumbai Job Description : 1) Job Purpose : - 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 : - Audit scores - TNPS scores FTF : First time first fix - Governance of the process - Partner management 3) Core Competencies, Knowledge, Experience, Technical / Professional Qualifications : - 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 6 to 10 years in customer service from telecom/BPO / ecommerce industry - Graduate and above 4) Key Performance Indicators : - TNPS score - External quality scores - FTF- First time fix - LTR - Likely hood to recommend - Process Correction/enhancements/Recommendations. 5) Risks, Challenges, Job Context : - Managing Digital operations as outsourced operations. - Implementing standard processes since process vary from circle to circle - Aligning circle and partner resources.

Mumbai

Vodafone Idea - Digital Training Role - Customer Service Operations 

Vodafone Idea - Digital Training Role - Customer Service Operations  ,Job Description for Vodafone Idea - Digital Training Role - Customer Service Operations  in Vodafone Idea in  Mumbai for (6-10) years of experience. Apply Now!

Job Description for Vodafone Idea - Digital Training Role - Customer Service Operations  in Vodafone Idea in  Mumbai for (6-10) years of experience. Apply Now!