Vodafone Idea - Manager - Retention & Collection

Description: Role

Function / Department : Customer Service

Location : Rajasthan/Jaipur

Band : M1

Job Purpose :

- Drive assigned Retention & collection agencies for delivery of KPIs.

- Ensure SLA delivery with complete adherence to Code of Conduct.

- The job involves to Drive Agencies for Retention, Collection, Provision roll back and Involuntary churn and deliver the targets.

- Required do regular visits to the agencies and field on regular basis to review the performance and other SLAs and ensure productivity enhancement.

Key Result Areas/Accountabilities :

- Drive assigned Retention & Collection agencies for delivery of KPIs.

- Ensure SLA delivery with complete adherence to Code of Conduct.

- Develop and plan infrastructure at agency as per allocation and forecast.

- Ensuring all reports and feedbacks are well maintained at the agencies and they are utilized for taking subsequent action in portfolio.

- Have a strong governance process for Retained cases, Field visit, receipt book audits, I cards register, Cash register, COC and HSW.

- Do regular field visit with/without field agent for audit/recovery purpose

- Engage in development and implementation of various training/coaching programs of team members

Core Competencies, Knowledge, Experience :

- Strong Negotiation skills and communication skills

- Exposure to customer retention & collection role.

- Analytical Skills.

- Good process / systems knowledge / experience

- Presentation Skills

- Must have technical / professional qualifications

- Graduate, MBA preferred

- English and local market language

Job Type - Salaried Employee

For your candidature to be considered on this job, you need to apply necessarily on the company's redirected page of this job. Please make sure you apply on the redirected page as well.