Vodafone - Service Manager - Enterprise Business

Service Manager - Enterprise Business

To maximize the Customer Experience in Vodafone Enterprise's accounts, through the leadership, management, and motivation of the Service team / partners.

Key Responsibilities :

Request & Complaint Closures within TAT :

- Accountability towards ensuring closure of all Service Requests within specified TAT by coordinating with various teams and ensuring Resolution Close looping to the Customers

- Handling queries regarding Fixed line, Internet Lease line

Churn Management :

- Accountability towards ensuring Voluntary Churn is handled as per the process. Coordinating with Circle R&R team to ensure Retention's process is adhered and ensuring Churn % is as per Circle DB

Planning & Performance Reporting :

- To work on CS Budget projections for circle by taking inputs from various sources & monitor budget utilization. Also to provide periodic MIS pertaining to various CS metrics measured at circle / central team.

Process Improvement Inputs :

- Accountability to provide inputs to process team on identified gaps in customer impacting process from voice of customer & driving teams to correct process flaws & implement changes.