GM-Call Centre Analytics COE

Job Req ID: 49052

Location:

Ahmedabad, Gujarat, 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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role Title	CC Analytics – COE
Position No
Function	Customer Service- SPO
Sub Function/ Vertical/ Department	COE- CC Analytics
Band	M3
Reports to Role (Position No)	Service Partner Operations Head
Location	Ahmedabad
Date of last update/approval

Job Purpose (In one or two sentences)

Generate and share insights from the Contact centre data sources (inbound/outbound/BO/Chat/SM) with all stake holders from time to time.
Generate insights in creating value addition, digital adoption, cost reduction and proactive addressing of customer issues.
To manage contracts with existing and new partners (Existing/New Contract creation/renewal, Extension/Termination/PIP) for Service Partner Operations.
Continuously benchmarking of contracts to ensure best in class delivery to VIL
To ensure timely Systemic invoice approvals for service partners.

Key Accountabilities / Key Result Areas (Max 5)

Analytics for IBCC & BO - Support Business Operations by ensuring better customer experience at BackOffice, IVR, Inbound by catalysing improvement through analysis for all touch points

MIS/Automation/Projects

1. Drive Projects leading to qualitative inputs on business KPIs post implementation of project.

2. Standardized reports to showcase Operational Performance for Inbound, Outbound, Backoffice, Email, Social Media & Chat Operations.

3. Further automation and value-add to reports to run with ever evolving business needs

Partner Ops planning & compliance

1. Ensuring accurate invoicing, timely validation, Payment processing coordination, Submission of monthly provisions in time, ensuring all the Contact Center agreements due for renewal are completed within specified timelines,

2. Ongoing compliance checks with respect to Contract adherence and negotiate all the terms and conditions of contracts with all the partners of SPO

Cost Management & Budget compliance - Budget Alignment, Cost optimization and budget compliance, Reduce MG payout substantially

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

Ability to work on MIS and BI tools
Sound knowledge of MS-Access/Excel
Strong analytics capability to integrate multiple data sources and derive inferences
10+ years of relevant experience in Analytics as well as at least one of either Back Office activities or Contact Center activities

Must have technical / professional qualifications

Graduate/Postgraduate with 10+ years of relevant experience with 5+ years in telecom domain
Good Analytical Skills

Key Performance Indicators (Max 5)

Timeliness and periodicity adherence of reports and analysis.
New insights and actions suggested to reduce the calls/e-mails
Automations recommendations for manual reports

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