AGM - Service Operations (Site Lead)
Vodafone Idea Limited
Mumbai, IN
5d ago

Job Purpose

To own and deliver Customer Experience across core Retention desk / outbound contact channels (OB National Partner) for designated site in the cluster through strategic planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners

Key Acctountabilities -

  • Customer Service Operations Manage and deliver Customer Retention Targets with operations effectiveness at the site through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes delivered outbound channels.
  • Operational Delivery Implement and drive Governance and Control to ensure delivery of OB Contact Centre KPI’s namely Capacity & Manpower Levels, Contact%, EQ, Tele Retention & Ethical Cancellations.
  • Ensure Capacity planning and execution as per plan

  • Benchmarking and Analytics Cross-industry, intra-industry and intra company channel benchmarking and insights to monitor and measure the necessary KPIs so that we remain the operator and company of choice.
  • Provide relevant internal and external reports as per business unit requirements

  • People Management Stakeholder Management on account of driving Operations KPI’s. Strong Partner & Circle Retention and Relation Management and Corporate interface
  • Core Competencies -

  • Candidate should have experience of Call Center Operations with minimum 2 years of experience in manging partners for driving the performance
  • Candidate should know the basics of Dialer and calling strategies
  • Should be capable of up-skilling the advisors to deliver the end result
  • Good command on Data analytics
  • Key Performance Indicators -

    MNP Retention for all the LOBs

    Contact and Success on Contact%

    Cancellation Compliance

    Audit / Comliance / Governance on site

    Job Context

    This Job calls for day to day operations from the Site location and the need to stay connected. The role is responsible for larger business deliveries from the allocated site and thus calls for proper planning, execution, day to day involvement and being updated of system, process, technology while ensuring timely highlights to ensure smooth operations and timely escalations with a close looping resolution intent.

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