AGM - Postpaid Process & Delivery
Mumbai, IN
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.
Job Purpose :Study and find inferences from customer VOC from various data sources like CRM interactions, feedback at retail, TNPS dumps, feedback from retail, call listening. Regular sentiment analysis to identify the key pain areas and work towards fixing the issues.
· Key Accountability :
Analysing customer VoC
o Extensive study of customer VOC from all touchpoints
o Identifying customer requirements from VoC
· Studying TNPS data
o Analysing customer feedback from TNPS dump
o Sentiment analysis of the feedback
o Making action plan basis TNPS findings
· Fixing audit observations
o Understanding audit observations from process auditors
o Prescribe process corrections to process owners wherever required
o Info gathering from various stakeholders
· Data Analytics
o Methodical analysis on customer VoC
o Analysing digital user trends and behaviours
o Predict M+1 trends basis various data study
o Develop analytical models for effective study of customer interactions
· Digitization
Opportunity area finding for digitization of existing processes/journeys
o Basis customer VoC, top interactions at various touch-points.
Identification of improvement opportunity areas in Digital Apps basis feedback from various touchpoints
Core Competancies
· Awareness about CLC processes
· Telecom business process awareness
· Knowledge about telecom systems and applications.
· Excellent Analytical Skills
· Problem solving skills
· Experience of BI tools like SAS, MS Access, Netezza, Cognos.
MS office
Generative AI
Key Perfomance Indicators
Process change recommendations basis VOC & TNPS study
Improvement in TNPS
· Reduction in complaint trends
· Process Audit indicator on process accuracy and compliance
Increase in Digital Penetration
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership