Manager-Training

Role

TNI/ A and insights Specialist

Job Level/ Designation

M1

Function / Department

Customer Service – Corporate Training

Location

Mumbai

No of Positions

1

Job Purpose

This role will be responsible to conduct TNPS – ASAT analysis for all the LOBs National Customer Service channels . The role will work on data and turn information into insight and insight into key business programs to drive frontline CXX Keeping in line with the Vodafone-Idea Service spirit, the role owner will work towards continuous enhancement in quality & quantity of training performance and customer experience.

Key Result Areas/Accountabilities

Operations Excellence

• Identify all the People, Process & System opportunities to improve Customer Experience & ASAT Scores.
• Develop analysis and reporting capabilities and also monitor performance and quality control plans to identify improvements
• Liaise with cross-functional teams to take an in-depth understanding of the TNPS / GH and other CXX metrics and study agent performance as against business KPI’s
• Seek opportunities to drive innovation and process improvement within the reporting spectrum, nationally

Report(s) and Reporting

• Support in publishing weekly/ monthly dashboards on training performance.
• Advance analytics maturity to move beyond descriptive and predictive analytics and into prescriptive and fully automated/algorithmic capabilities

Audit & Compliance

• Conduct needs analyses and learning strategy development activities to improve individual and organizational performance through learning for all customer servicing touchpoints
• Produce and deliver tracking and reporting for key training KPIs for all customer servicing touchpoints
• Assess, synthesize and analyze data to understand business needs and make valuable contributions by providing adhoc statistical analysis
• Based on Customer VOC(s); identify gaps and facilitate to fix the training execution and evaluate continuous effectiveness

Stakeholder(s) Engagement

• • Ensure continuous collaboration with the support team/ other functions to ensure the TNI training is executed successfully
  • Provide analytical and project support to training SPOCs
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Core Competencies, Knowledge, Experience

• Min work experience 4-7 years
• Domain expertise in each and every vertical of learning function (needs analysis, content design, learning delivery and effectiveness)
• Excellent communication and public speaking skills to enhance the delivery of training and collaboration on projects
• Good analytical skills and should be able to interpret and articulate data in simple forms.
• Ability to be flexible within a fast-moving work environment and juggle multiple priorities at the same time
• Advanced use of MS- Excel, and other Microsoft analytical tools
• Proven track record of using analytics techniques to contribute to company growth efforts: improving service, reducing cost and other key business outcomes

Must have technical / professional qualifications

• Graduate/Post graduate
• Any certification (either in project management or Advanced excel ) preferred
• Any certification on BI tools, MS Excel, Visual BI – plus factor
• 3.5 years of experience working on business transformation projects, supporting technology business analyst