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Company Name : Vodafone Idea
Location : Ahmedabad, Gujarat
Position : AGM – Service Operations (Response&Reso)
Job Description : Job Req ID: 21232
Location:
Ahmedabad, IN
Function: Other
About:
Role
Response and Resolution Process Factory – Team Member
Job Level/ Designation
M2
Function / Department
Customer Service – Corporate/Service Partner Operations
Location
Ahmedabad
No of Positions
1
Job Purpose
Manage Quality resolution of issues with the help of circle, corporate vertical teams for a group of circles
Analyse the reason for the escalation and provide quick resolution
Arrest the possibility of issue reoccurrence
Analysing gaps in the process/people/product
By ensuring gaps addressed with the help of respective vertical/functional team
Key Result Areas/Accountabilities
Manage Quality Resolution:
Ensure timely closure of the issues to deliver Service Levels
Minimal repeat of the issues from the closures
Quality of resolution scores : TNPS
Continuous improvement in Improved productivity
Arrest Possibility of recurrence:
Analyse the category wise issue escalations and repeats- Repeat issue %
Issues closed with other verticals/functions in deploying automation, proactive resolution
Core Competencies, Knowledge, Experience
Knowledge and Subject Matter Expertise around VIL processes, and systems
Excellent analytical skills to identify the process/product gaps and provide resolution
Self-motivated, willing to excel
Operational experience with all phases of telecom customer life cycle like call centre, back office, retention
Must have technical / professional qualifications
Graduate/Post Graduate/ MBA with a min 6-10 years of experience in various customer service roles with expertise in managing operations and management experience
Good Analytical Skills
Who can Apply
Candidates meeting the requisite skills and qualifying criteria.
This post is listed Under Ahmedabad jobs
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