Agm - Response and Resolution - Ahmedabad, India - Vodafone Idea

Vodafone Idea

Verified Company

Ahmedabad, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Req ID:

Location: Ahmedabad, IN- Function: Other- About:

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India's leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role
Response and Resolution Process Factory - Team Member

**Job Level/ Designation
M2

Function / Department
Customer Service - Corporate/Service Partner Operations

Location
Ahmedabad

No of Positions
1

Job Purpose

Manage Quality resolution of issues with the help of circle, corporate vertical teams for a group of circles

Analyse the reason for the escalation and provide quick resolution

Arrest the possibility of issue reoccurrence

Analysing gaps in the process/people/product

By ensuring gaps addressed with the help of respective vertical/functional team

Key Result Areas/Accountabilities

Manage Quality Resolution:

Ensure timely closure of the issues to deliver Service Levels
Minimal repeat of the issues from the closures
Quality of resolution scores : TNPS
Continuous improvement in Improved productivity

Arrest Possibility of recurrence:

Analyse the category wise issue escalations and repeats
Repeat issue %
Issues closed with other verticals/functions in deploying automation, proactive resolution

Core Competencies, Knowledge, Experience

Knowledge and Subject Matter Expertise around VIL processes, and systems
Excellent analytical skills to identify the process/product gaps and provide resolution
Selfmotivated, willing to excel
Operational experience with all phases of telecom customer life cycle like call centre, back office, retention

Must have technical / professional qualifications

Graduate/Post Graduate/ MBA with a min 610 years of experience in various customer service roles with expertise in managing operations and management experience
Good Analytical Skills

Who can Apply
Corporate & Circle colleagues currently handling similar roles are eligible.

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership