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GM-Service Operations

Job Req ID:  48866
Location: 

Mumbai, Maharashtra, 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

Contact Center & Backoffice Tech Support Lead

Position No

 

Function

Service Partner Operations

Sub Function/ Vertical/ Department

Contact Center & Backoffice Tech Support

Band

M3

Reports to Role (Position No)

Service Partner Ops Head

Location

Mumbai

Date of last update/approval

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Job Description

 

  1. Job Purpose (In one or two sentences)

 

  • Manage the connectivity and uptime for all the inbound/outbound/BO systems and application with the help of IT
  • Plan the migration/process transition/project management from time to time to enable business
  • Manage optimal distribution of call volumes across centres & drive self service at IVR and other digital channels

 

 

  1. Key Accountabilities / Key Result Areas (Max 5)
  1. Establish optimal voice & data connectivity between the partner centres, data centres, circle MSCs enabling smooth flow of calls
  2. Ensure uninterrupted application access to IBCC/BO to ensure optimal utilization of resources
  3. Manage process migration/consolidation and projects from time to time
  4. Ensure BCP between centres /self-service options to minimize disruptions
  5. Support new technologies to be deployed in CC &

 

 

  1. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
  1. Understanding about CC technologies covering Inbound/outbound/BO
  2. Influencing & negotiation skills
  3. CC Operations management knowledge
  4. Team Management
  5. Project management

 

  1. Key Performance Indicators (Max 5)
  1. Uptime for systems and applications across centres
  2. Process Migration / Project completion as per timelines
  3. Ensure optimal deployment and utilisation of self-services like IVR
  4. Analytics & Insights on system utilization & optimization
  5. Governance & compliance by the partners

 

  1. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

 

4 direct team members, All partner operations team

 

 

  1. Risks, Challenges, Job Context (Short Description)
  1. All IT related outage has a commercial/business implication to the organisation
  2. Any delay in migration would lead to delayed business benefits
  3. High dependency on IT partners both connectivity and applications OEMs

 

 

  1. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

IVR Management team, Connectivity & transition management team

 

 

 

 

 

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

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