AGM Service Operations

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.

Role

Proactive Resolution Team Member - CoE

Job Level/ Designation

M2

Function / Department

Customer Service – Corporate/Service Partner Operations

Location

Ahmedabad

Job Purpose
• Identify the insights from CC analytics, other sources that generate customer contacts, conduct RCAs and drive change in process, products and communication
• Influence concerned stake holders to drive the change and measure impact in reducing the contact/customer

Key Result Areas/Accountabilities
• identification of issues from CC analytics & other sources
• Identify the circle priority and business drives
• Ensure RCA for all critical issues, educate the stake holders and drive the change
• Coordinate and implement the changes with concerned verticals, functions

Drive Digital penetration by communication and deflecting customers

Core Competencies, Knowledge, Experience
• In-depth Knowledge about VIL systems and processes
• Exposure Telecom domain knowledge
• Familiarity with latest digital technologies
• Excellent communication, influencing skills
• Knowledge about channels of interaction (touch points) & communication

Must Have Technical / Professional Qualifications
• Graduate with 2-5 years of telecom experience
• Good Analytical Skills

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership