Vodafone Idea - Head - Service Partner Operations - Customer Service

Job Purpose:

- To provide consistent and delightful customer response across all touch points including inbound, Premium customer servicing, outbound, back office, Chat and Social Media with the help of competent and professional outsourced partners. Job is expected to deliver touch point experience along with Business value addition

- Support and guide circle Service Operations vertical

Key Accountabilities:

- Define and deploy end to end customer Response management strategy

- Deploy competent partners to manage and deliver KPIs across inbound, outbound and back office ops: Service Levels, Quality of interaction, Associate satisfaction scores, TNPS

- Ensure consistent experience and Business value addition: Plan Upgrades, lead generation, Customer Retention

- Define and Manage budgeted spends delivering value

- Guide Service Partner ops vertical at circles: Root cause Analysis, Escalation (fastrack)

- Business KPIs

a. Plan Upgrades

b. Customer Retentions

c. Lead Generation

d. TNPS

- Operational Parameters:

a. Service Levels

b. Quality Interaction

- Associate Satisfaction scores

Core Competencies:

- Telecom Domain Knowledge, Operations & process Knowledge

- BPO Operations Management & Technology Knowledge

- Service Mind set/customer obsession

- Good conceptual, Analytical, Communication, Relationship management skills

- Large Team Management skills

Must Have Technical/Professional Qualifications:

- Strong experience in Customer Service/Contact Center Operations

- Graduation with Masters/MBA certification will be preferred