Manager - FLCC

Job Req ID: 46538

Location:

Pune, IN

Function: VIBS

About:

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

Manager – FLCC

Job Level/ Designation

Manager

Function / Department

CS- Service Operations

Location

Pune

Job Purpose

Role Overview

This will be a Corporate role with PAN India responsibilities for Fixed Line contact Centre with centralized operation in Pune, reporting to lead of FLCC operation management
Roll involves managing partner for FLCC operation against KRAs/KPIs as per contractual agreement

Accountable for validation of data, calculated by partner team for KPI performance
Accountable for correction of MIS reports shared by partner team as per defined frequency
Regular interactions with technical service managers to reduce customer escalations & enhance customer experience with FLCC

Stakeholder management with cross functional teams ENOC, Circle to meet SLAs in incident management

Key Result Areas/Accountabilities

Weekly interlock with operation on scope of improvement against KPIs defined
Operation login hygiene check (break management, work load distribution, cross skilling)
Daily productivity tracking and working on improving it by suggesting new ideas over & above existing incident management process
Daily pendency review (high ageing report) with the team & delay reason analysis for improvement plan
Verifying the shift & login hours monthly for partner operations

Core Competencies, Knowledge, Experience

Must have experience in Telecom background
Experience on Incident management is mandatory,
Understanding of MTTR, FTR, CMI, Fault rate reduction
Escalation handling skills (Internal/External)
Stakeholder management
Partner/vendor Management experience would be preferred

Must have technical / professional qualifications

Minimum experience of 6-7 years
Good Communication Skills
Should have worked on MS-Office, Power Point, Excel

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