Vodafone Idea - Manager - FLCC - Fixed Line

Manager - FLCC

Description: Job Purpose

- Drive Operation to deliver Customer Experience through strategic planning, continual execution, collaborative and robust engagement with various internal teams.

- Create & Implement operational process flow, identify gaps with existing solution, document functional specifications to maximize customer experience. Process reengineering through automation, digitization and cost optimization.

Key Result Areas/Accountabilities :

- Operation Management: Implement and drive Governance and Control to deliver contact Centre KPI targets for the team and LOB.

Monitor the Service performance , formulate comprehensive strategy - plan to ensure successful delivery on time and within budget

- Interfaces with Customers/Stakeholders:- Manage customer /stakeholder relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery

- Partner Management: - Periodic performance reviews with Partners against defined deliverables and engage with partners to drive improvements.

- Team Management:- Effectively manage team through robust performance management and keep the team highly motivated to help deliver to the performance targets through strong/consistent employee engagement activities. Mentor, coach and educate all employees on operational policies and procedures.

Core Competencies, Knowledge, Experience :

- Should have minimum 8-10 years of exp in handling large scale technical teams.

- Telecom industry experience with inclusive awareness of telecom products - MPLS/ILL/ PRI/SIP/NPLS Needs to clearly understand the Fixed line world with an expert understanding of stakeholder management, people management, and operations management

Must have technical / professional qualifications :

Qualifications: BE / BTECH/BSC (ENTC/IT/Computer Science) . Professional Certifications like Six Sigma / CCNA / Agile may add advantage.

- Experience: 8-10 years

- Knowledge of Fixed line product journey

- People Management

- Vendor management and driving KPI target.

- Process correction and improvement

Job Type - Salaried Employee

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