Manager - FLCC

About Vi

Vodafone Idea Limited (Vi) is one of India’s leading telecom service providers, formed through the merger of two of India's much-loved brands, Vodafone and Idea, and is a partnership between the Aditya Birla Group and Vodafone Group.

With over 200 million customers and a pan-India presence, Vi delivers seamless voice, data, and digital experiences through its robust 4G network and expanding 5G footprint. We are building a future-ready digital ecosystem powered by AI-led technologies, mobility solutions, and enterprise offerings—enabling individuals and businesses to stay connected, productive, and ready for tomorrow.

At Vi, customer-first innovation, network excellence, and digital transformation are at the core of everything we do.

Job Purpose

The FLCC Manager governs Vi's Fixed Line Contact Centre (FLCC) — a PAN-India centralised operation based in Pune — managing the outsourced partner responsible for first-level incident management, SLA delivery, and customer experience for enterprise fixed line accounts. This role ensures TNPS above 90, MTTR adherence across service tiers, repeat fault rates below 1.10%, and drives process documentation and digital tool deployment to continuously improve FLCC quality and reduce cost-to-serve.

Key Accountabilities

Technical / Functional

1. Govern FLCC partner operations — ensuring SLA delivery and incident management quality across the enterprise fixed line base

   a. Monitor and drive MTTR performance within contracted targets: SA Top 50 at 160 min, ISP at 120 min, Voice at 210 min, Premium at 150 min

   b. Validate KPI data calculated by the partner team and correct MIS reports as per defined frequency and accuracy standards

   c. Analyse outliers and execute improvement plans with the partner against scope-specific gaps in the incident management process

2. Drive TNPS above 90 for unmanaged incident customer survey responses

   a. Deploy tools and interventions that improve customer experience at the FLCC touchpoint for unmanaged incidents

   b. Conduct segment-wise customer meets (face-to-face and virtual) to capture VOC and feed structured improvement actions

   c. Close-loop TNPS detractors proactively — tracking detractor recovery rates and escalating systemic issues to the FLCC lead

3. Maintain partner quality standards — managing repeat fault rate, SA CMI, and QnT audit performance

   a. Keep repeat fault rate below 1.10% through root cause analysis of recurring incidents and corrective action with partner

   b. Maintain SA CMI above 90% — tracking Customer Milestone Indicators and intervening on at-risk accounts

   c. Govern internal and external quality audit scores — reviewing outliers with partner and driving structured improvement

4. Implement partner cost efficacy — achieving 5% YoY volume reduction in FLCC transaction counts

   a. Identify high-volume, low-complexity transaction types suitable for digital deflection or self-service

   b. Work with the IT and digital teams to deploy tools that automate or eliminate FLCC contacts for these transaction types

   c. Track volume trends monthly and ensure reduction trajectory is on plan

5. Lead process documentation and digital enablement for the FLCC scope

   a. Document a minimum of 30 FLCC processes within the FY — creating a structured, auditable process library

   b. Coordinate with ENOC, Circle, and technical service managers to streamline cross-functional handoffs and reduce customer escalations

   c. Ensure zero escalations for unmanaged incidents through zero-waiver governance and strict partner SLA enforcement

Key KPIs

1. TNPS — TNPS score for customer survey responses on unmanaged incidents — >90

2. Partner SLA / MTTR — Mean Time to Restore all the service down issues within defined SLA

3. Repeat Fault Rate & SA CMI — Repeat incident rate to reduce the number of circuits giving repeated faults per month; Customer Milestone Indicator — number of incidents resolved within defined SLA should be 85%

4. Partner Cost Efficacy — YoY reduction in FLCC transaction volumes — 5% YoY reduction resulting in manhour reduction

5. Process Documentation & Partner Control — Processes documented within FY, all the existing processes should be updated and new processes SOP should be completed

Technical/ Functional Skills and Competencies

1. Fixed Line Contact Centre Operations & SLA Governance  |  Level: Advanced

2. Enterprise Fixed Line Products — ILL, MPLS, NPLC, IPLC, PRI, SIP, TFS, Dark Fibre, Hybrid SDWAN, Super Wifi |  Level: Working

3. Incident Management — MTTR, FTR, Repeat Analysis, CMI Governance | Level: Advanced

4. Outsourced Partner / Vendor Management  |  Level: Working

5. Quality Management — Internal/External Audit Governance, QnT  |  Level: Working

6. Process Documentation and SOP Development  |  Level: Working

Tools & Systems

1. ServiceNow / ITSM Ticketing Tool (Incident Management and Escalation Tracking)  |  Level: Advanced

2. CRM / Contact Centre Platform (FLCC Operations and TNPS Tracking)  |  Level: Working

3. Power BI / Excel (MIS Reporting, MTTR Dashboards, Quality Audit Tracking)  |  Level: Working

4. Network Monitoring Tool / NOC Dashboard (Incident Visibility)  |  Level: Basic

5. QnT Quality Audit Tool  |  Level: Working

Behavioural Skills and Competencies / Traits / Temperament

1. Customer Focus — Drives every FLCC process decision through the lens of enterprise customer experience — TNPS, MTTR, and repeat fault elimination

2. First-Time-Right Approach — Builds zero-waiver governance and partner controls that resolve incidents correctly the first time and prevent escalation

3. Accountability and Ownership — Takes personal accountability for FLCC SLA delivery and TNPS outcomes — does not deflect to the partner or circle teams

4. Analytical Thinking — Uses MIS, MTTR trend data, repeat analysis, and TNPS driver reports to identify improvement opportunities and govern partner performance

5. Stakeholder Management — Manages a complex stakeholder set — ENOC, Circle technical managers, partner leadership, and enterprise customers — to maintain seamless FLCC operations

Leadership Skills

1. Execution Discipline — Converts contractual KPIs into daily partner management routines — MIS validation, SLA tracking, escalation governance — with zero slippage

2. Partner and Vendor Management — Holds the FLCC outsourced partner accountable to contractual KRAs through structured review, performance consequence, and capability building

3. Cross-Functional Coordination — Drives resolution of incidents and systemic issues by orchestrating ENOC, Circle, and technical service teams without formal authority over them

Job Specifications

Minimum Education Qualification :

Graduate / Post-Graduate in Engineering — Electronics, Telecommunications, or Computer Science preferred. Six Sigma (Green Belt or above) certification preferred. ITIL Foundation certification strongly preferred for incident and service management governance. Project Management certification (PMP) advantageous.

Years of working experience :

Minimum 8–10 years total with at least 4 years in enterprise fixed line contact centre operations, incident management, or telecom service delivery — including partner/vendor management experience. Hands-on experience with Fixed Line products (ILL, MPLS, NPLC, PRI, SIP, TFS) and MTTR-based SLA governance required.

Business Exposure :

Telecom industry — enterprise fixed line service operations or contact centre management strongly preferred. Exposure to: FLCC or NOC-level incident management, MTTR and FTR governance, TNPS measurement, outsourced partner management, quality audit frameworks (QnT), and digital deflection / self-service initiatives. Experience in a centralised contact centre operation with PAN-India scope preferred.