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AGM - Customer Service

Job Req ID:  4129

Pune, IN

Function:  VIBS

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.



<span style="font-family:"Calibri",sans-serif">Role

<span style="font-family:"Calibri",sans-serif">AGM Cluster Lead - Key projects & Operations

<span style="font-family:"Calibri",sans-serif">Job Level/ Designation

<span style="font-family:"Calibri",sans-serif">AGM (M2)

<span style="font-family:"Calibri",sans-serif">Function / Department

<span style="font-family:"Calibri",sans-serif">AGM Enterprise Customer Service

<span style="font-family:"Calibri",sans-serif">Location

<span style="font-family:"Calibri",sans-serif">Pune

<span style="font-family:"Calibri",sans-serif">Job Purpose

<span style="font-family:"Calibri",sans-serif">Managing and delivering on the performance metrics for Acquisition, On Boarding and Service Support functions yielding higher RNPS, Improved CXX, Cost optimization and reduced Complaints and Calls/sub.

<span style="font-family:"Calibri",sans-serif">Key Result Areas/Accountabilities

<span style="font-family:"Calibri",sans-serif">Service Performance & Operations Support for EBO

v<span style="font-family:"Calibri",sans-serif"> Process Management/Cost to Serve-

<span style="font-family:"Calibri",sans-serif">o Waiver Reduction and waiver governance

<span style="font-family:"Calibri",sans-serif">o Contacts per sub

<span style="font-family:"Calibri",sans-serif">o IOIP CC Performance

<span style="font-family:"Calibri",sans-serif">o Circle touch point and customer digital adoption and usage

<span style="font-family:"Calibri",sans-serif">o Ensure all customer/ account activity is implemented in consultation/ with approval of corporate team

<span style="font-family:"Calibri",sans-serif">o End to end process mapping and administration of all New Corporate acquisitions

<span style="font-family:"Calibri",sans-serif">o Inter department synergy and interlocks to reduce process errors and repeat.

<span style="font-family:"Calibri",sans-serif">o Volume Reduction @ EBO

<span style="font-family:"Calibri",sans-serif">o Monthly Interlocks and reviews

<span style="font-family:"Calibri",sans-serif">o Responsible to Communicate/share all the circle updates with EBO

<span style="font-family:"Calibri",sans-serif">o Auth Sign and RM details to be updated in CRM

<span style="font-family:"Calibri",sans-serif">o Deal master to be updated periodically

<span style="font-family:"Calibri",sans-serif">o IOIP/COCP TNPS (LTR, FTF, ASAT)

<span style="font-family:"Calibri",sans-serif">o Ensure timely furnishing of approvals for transactions

<span style="font-family:"Calibri",sans-serif">o Ensure timely payments updation

<span style="font-family:"Calibri",sans-serif">o Recruitment , training and Certification of agents, ensuring optimum manning

<span style="font-family:"Calibri",sans-serif">o Scripting, Agent Verbiage and awareness of Deals

<span style="font-family:"Calibri",sans-serif">o Compliance to Quality Audits

<span style="font-family:"Calibri",sans-serif">Core Competencies, Knowledge, Experience

  • <span style="font-family:"Calibri",sans-serif">4 – 8 years of experience in enterprise solution selling
  • <span style="font-family:"Calibri",sans-serif">Previous experience doing large scale business development

<span style="font-family:"Calibri",sans-serif">Must have technical / professional qualifications

<span style="font-family:"Calibri",sans-serif"> 

  • <span style="font-family:"Calibri",sans-serif">Must be Post Graduate candidate




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