16/03 Aarti Sholet
HR at Vodafone Idea

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Vodafone Idea - Manager - Customer Insights - Net Promoter Score (5-8 yrs) Premium

Mumbai Job Code: 676126

Job Purpose:

Build & maintain TNPS (Touchpoint Net Promoter Score) culture:

1. Manage Quality Assurance Vision for the Organisation.

2. Establish TNPS culture and DNA .

3. Drive operationalization and execution of TNPS across Circles for both brands (TNPS for brands Vodafone & Idea)

Drive and own Customer Experience :

1. Drive service excellence through TNPS compliance and reporting

2. Ensure robust TNPS Analytics & Insighting through pervasive use of quality tools & techniques.

3. Deploy governance model, vide Dashboard Management and robust trackers on key TNPS KPIs.

4. Partner in continuous improvement projects & programs within & between Teams.

5. Define and design areas of improvement and track action plans to closure

Key Accountabilities / Key Result Areas

Performance Management :

1. Improve & maintain performance across

i. LTR

ii. FTF / TF

iii. OSAT

2. Ensure robust performances across 4 channels

i. Contact Centre

ii. Retail

iii. Digital

iv. Network

Analysis & Insighting

1. Deep dive and RCA (root cause analysis)

2. Qualitative insightings

v. defect disposition (missed opportunity wise)

vi. Mapping the gap around "Service Failures"

vii. Identifying areas of improvement (3PNSC)

viii. Free Text & CRM Tagging analysis mapped with call recording/s

a. OFI & TNI to be shared Training / Ops / Business Teams

Continuous Improvement (projects / programs)

1. Customer pain mitigation projects @ VOC (TNPS)

2. Special Projects - as per business requirement

Dashboard & reporting

1. Accuracy and timeliness of reports w.r.t. KPIs

i. LTR

ii. FTF / TF

iii. OSAT

2. Accuracy and timeliness of reports w.r.t. KPIs across 4 channels

i. Contact Centre

ii. Retail

iii. Digital

iv. Network

3. Accuracy and timeliness of reports across Clusters / Circles

4. Accuracy and timeliness of reports across Call Drivers / scenarios

Team Engagement - HSW compliance (100%)

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

1. Knowledge and Subject Matter Expertise around VIL processes, and systems

2. Ability to lead, influence, create and work within cross-functional team environments

3. Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and >=5+ years in Quality

4. 5-8 years of work experience.

5. Comfortable with matrix work environments and a demonstrated experience of managing service partnerships.

6. Technical skills: knowledge of Lean Six Sigma tools

7. Professional Qualifications : Green Belt certified / Black Belt trained

Key Performance Indicators

1. Meet TNPS KPIs

2. Count of Process, Systems & People Improvements:

3. Count of Projects :

a. Mentor and drive improvement projects with Circle Teams to address key Customer pain areas.

b. Continuous Improvements Projects/Programs : Lead, as well as participate and support national CFT projects to simplify and improve customer experience.

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