15/03 Aarti Sholet
HR at Vodafone Idea

Views:2687 Applications:163 Rec. Actions:Recruiter Actions:74

Vodafone Idea - Service & Partner Operations Role - Digital Training (10-15 yrs)

Mumbai Job Code: 675977

Role Title : Digital Training

Function : Service and partner operations

Sub Function/ Vertical/ Department : Back office operations

Location : Mumbai

Job Purpose

- Position will be responsible for managing training for Digital operations (Chat and Social Media)

- PAN India through outsourced partner as a part of Service Partner operations.

- Responsibilities involves ensuring strong focus on training by driving Enriched customer experience and augment people capabilities across all LOBS under Digital and Email.

- Adhere to the national training guidelines by liaising with partner/ corporate teams to track and drive compliance to Hiring and Training. Identify training needs and drive suitable training initiatives for overall development of the process.

Key Accountabilities / Key Result Areas

- Audit scores

- TNPS scores

- FTF : First time first fix

- Governance of the process

- Partner management

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications :

- Customer service delivery

- Team management

- Partner management

- Planning and organising

- Analytical skills

- Expertise in managing training roles for at least 5 years and overall experience of 12 to 14 years in customer service from telecom/BPO / ecommerce industry

- Graduate and above

Key Performance Indicators :

- TNPS score

- External quality scores

- FTF- First time fix

- LTR - Likely hood to recommend

- Process Correction/enhancements/Recommendations.

Women-friendly workplace:

Maternity and Paternity Benefits

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