Vodafone Idea - Manager - Zonal Retention - Customer Service

Field Executive - Retentions & Collections

Job Level/ Designation

M1

Function / Department

Customer Service

Location

Surat

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 / PG in any field

- Communication skills

- MS Office & Presentation Skills

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