AGM - Enterprise FLCC & FL Support

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 Overview

• This will be a Corporate role with PAN India responsibilities for Fixed Line contact Centre
• Roll involves managing a tier1 outsourced business partner in Pune
• Managing partner operational governance, validation and approval for commercials in line with contract
• This Position will be the Primary contact for Fixed Line contact Centre

• Accountable & responsible to closely Track, Analyze & efficiently drive team Performance.
• Accountable & responsible to generate MIS & Operations reports for listed support desks.
• Accountable & responsible to track & drive Quality Of transactions in line with functional deliverables.
• Delivery of SLAs for Technical & Fixed line Call Centers
• Key Metrics covered: Customer Satisfaction/Service Levels/Internal Quality Audits/ Close looping effectiveness
• Segment wise customer meet ( Face to face)  is mandatory for this role and driving improvement as per customer feedback and expectation
• Interlock with Service management Cluster leads to understand customer expectation and drive improvement to achieve customer experience
• Cross functional engagement with ENOC and Circle to enhance Incident management cycle and enable team technically to engage with customers

 Operations Management

• Ensure adherence to SLAs / KPIs as per company norms
• Would have to represent FLCC  in both internal and External audits and certifications
• Should be able to take independent decisions on implementing or rejecting any process under team
• Ensure partner operates in line with contractual polices, guidelines and predefined KPI’s
• Dedicated  desks operate within TAT

Operational excellence

• Ensuring that excellence is driven and new initiatives are introduced for process enhancement,
• Work on exploring new ways to update customer digitally
• Achieve and maintain industry first position in Best customer service on Incident management
• Automation of existing manual reports and provide real-time visibility
• Digitization and automation manual troubleshooting and progressive update dependency
• Data Analysis and mining to bring out of box ideas and improvement on customer services
• Productivity Mapping against login hours to ensure maximum output from every resource to achieve customer experience and justify right man power required for process

Process Governance

• Implementation of standardized processes and reengineering for enhancing customer experience
• Enhancing process automation tools to make the fit for purpose
• Projects and initiatives to improve customer experience and improve on customer communications
• Mapping productivity against agent and team to bring best outcome to serve customer TAT adherence on Initial and progressive technical update

Core Competencies, Knowledge, Experience

• Experience with Telecom/System integration company
• Technical Knowhow on Fix line products and troubleshooting
• Should have knowledge of fixed line operations i.e.  Incident management, MTTR, FTR, CMI, Fault rate reduction
• Partner/vendor Management
• Managing and streamlining operations
• Attitude towards meeting customer first agenda
• Self-starter- must be proactive, initiate and drive work streams, able to operate independently and take the initiative

Must have technical / professional qualifications

• Knowledge of Fixed line Data and Voice products
• Partner Management
• Graduate /Post Graduate/Good academic background
• Minimum experience of 10 years, with at least 5 years in operations
• Past experience with Telecom
• Good Communication Skills
• MS-Office, basic knowledge of fixed line products

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