AGM - Response and Resolution - Vodafone Idea Limited : Job Details

RoleResponse and Resolution Process Factory – Team MemberJob Level/ DesignationM2Function / DepartmentCustomer Service – Corporate/Service Partner OperationsLocationNo of Positions1Job PurposeManage Quality resolution of issues with the help of circle, corporate vertical teams for a group of circlesAnalyse the reason for the escalation and provide quick resolutionArrest the possibility of issue reoccurrenceAnalysing gaps in the process/people/productBy ensuring gaps addressed with the help of respective vertical/functional teamKey Result Areas/AccountabilitiesManage Quality Resolution:Ensure timely closure of the issues to deliver Service LevelsMinimal repeat of the issues from the closuresQuality of resolution scores: TNPSContinuous improvement in Improved productivityArrest Possibility of recurrence:Analyse the category wise issue escalations and repeats - Repeat issue %Issues closed with other verticals/functions in deploying automation, proactive resolutionCore Competencies, Knowledge, ExperienceKnowledge and Subject Matter Expertise around VIL processes, and systemsExcellent analytical skills to identify the process/product gaps and provide resolutionSelf-motivated, willing to excelOperational experience with all phases of telecom customer life cycle like call centre, back office, retentionMust have technical / professional qualificationsGraduate/Post Graduate/ MBA with a min 6-10 years of experience in various customer service roles with expertise in managing operations and management experienceGood Analytical SkillsKnowledge of SQLWho can ApplyCorporate & Circle colleagues currently handling similar roles are eligible.#J-18808-Ljbffr