Vodafone Idea - Head - Contact Centre Operations - Inbound & Outbound

Role Title : Head - CC Ops - Inbound & Outbound

Function : Customer Service

Sub Function/ Vertical/ Department : Service Partner Operations

Reports to Role (Position No) : Head - Service Partner Ops

Location : Mumbai

Job Description :

Job Purpose : To Manage and Deliver good customer experience at contact centres with the help of service partners meeting the operational and business parameters. Manage direct and indirect work force with the help of cluster team.

Key Accountabilities / Key Result Areas :

- Deliver Operational KPIs with the help of partners for all inbound & outbound contact centers.

- Deliver Business KPIs ( Upselling, New sales, Retention).

- Manage Partner relationships meeting Corporate, circle requirements.

- Manage Large direct and indirect work force.

- Timely inputs to all Stake holders.

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications :

- BPO operations Knowledge & hands on experience.

- Telecom Domain knowledge.

- Good inter personal relationship Management, communication.

- Good Analytical Skills.

- Customer Obsession/Service Mind set.

Key Performance Indicators :

Operational Parameters :

Inbound : Service Levels, Quality of interaction, TNPS, Associate Satisfaction.

Outbound : Right party contacts, revenue to cost ratio management, CLCM activities.

Business KPIs : Upselling, Lead Generation, Retention at inbound & outbound contact centers.

Risks, Challenges, Job Context :

- Managing highly distributed operations with both VF & IDEA processes without inter-operability.

- Managing LoB wise, language specific requirement.

- Meeting Business requirement fluctuations with cost effective delivery.

- Managing large work force distributed across clusters.