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 Description – Ops Manager – CTS and Cloud Operations
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Role title: Ops Manager – CTS and Cloud Operations
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Function: VIL Enterprise Business
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Location: Pune
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Role purpose:
- Drive Operation to deliver Customer Experience through planning, continual execution, collaborative and robust engagement with various internal teams.
- Create & Implement operational process flow, identify gaps with existing solution, document functional specifications to maximize customer experience. Process improvement through automation, digitization and cost optimization.
- Will manage day to day operation of the desk along with SLA performance, reporting numbers and their accuracy
- The role would also involve handling customer and internal escalations, chasing internal and external partners for resolution
- Manage multiple partner sites responsible for operations delivery and work towards improving operational efficiency,
- Identify opportunities for process automation and reduced dependency on manual tasks and improvement on accuracy of data entry
- Drive TNPS Improvements
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Key accountabilities and decision ownership
Service Performance and Operations Support for CTS and Cloud
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Operation Management: Implement and drive Governance and Control to deliver contact Centre KPI targets for the team and LOB. Monitor the Service performance, formulate comprehensive strategy plan to ensure successful delivery on time and within budget. Ability to Handle Incident, Problem and Change management
Interfaces with Customers/Stakeholders: Manage customer /stakeholder relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
Partner Management: Effectively manage and govern partner operations through robust performance management and keep the team highly motivated to help deliver the performance targets through strong/consistent review mechanism. Mentor, coach and educate partner resources on operational policies and procedures.
Process improvement project: Review of existing Process and realigning the Partner to follow the same Guidelines. New Product Onboarding and Service Strategies. Setting up Process and creating SOW and LWI.
Key performance indicators:
- Contact Centre KPIs of Service Levels, ACHT, Email Ticket Booking and Response TAT
- Fault Isolation and Resolution
- Maintain FTR and MTTR
- TNPS Improvement.
- Implementation of automation and digitization
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Core competencies, knowledge and experience
- Telecom industry experience with inclusive awareness of non-telecom products – CPaaS, SaaS, GWS etc. Needs to clearly understand these solutions with an expert understanding of stakeholder management, people management, and operations management: 5 Yrs +
- Experience in Managing Contact centre operations with KPIs such as SL, Abandon, Email responses, ACHT, Incident Management etc. along with knowledge of IVR, Cisco Telephony and Genesys EMS – 3 Yrs+
- Coordinate with relevant stakeholders to resolve customer complaints
- Managing and streamlining operations
- Attitude towards meeting customer first agenda
- Problem Solver
- Reporting and Analysis of Data
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Must have technical / professional qualifications:
- Qualifications: BE/BTECH(ENTC/IT/CS) Or MBA in Operations
- Professional Certifications like / CCNA / Agile may add advantage.
- Overall Experience: 5-7 years
- Experience of handling Large Scale Contact Centre Set up
- ITIL Certified
- Knowledge of Voice/SMS/SaaS/Cloud Telephony
- People Management
- Knowledge of Cloud based telephony and messaging platforms
- Knowledge of GWS, MS 365
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Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership