Vodafone Idea – Head – Customer Service (18-25 yrs)

Job Purpose :

– Responsible for the customer service strategy and execution for the Cluster

– To manage customer service for all in-house & outsourced operations

– Responsible for managing the overall Cost of Service

– Strategies and tactics to manage overall churn

– To build a high performance and service centric culture with the Clsuter

– To retain talented team members ; TNI & performance gaps of team members

KRA’s :

Strategic :

– To design customer service strategy & initiatives in line with the objectives of the company for the Cluster

– To enhance the Service Reach/Access within the Cluster collaborating with the retail head

– To design tactics and strategy to manage overall Cluster churn within defined limits

– To keep a tab on business trends and forecasting requirements for enhancing the customer experience further within the Cluster

– To facilitate Automation/Process Changes that will enhance “Customer Experience” across all customer touch points

– To focus on reducing the Cost of Service

– To provide inputs to the Corporate Service Delivery Team on “changes/practices” that can benefit all Clusters.

Operational :

– CSG – Service provisioning & activation, Complaint & Request TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level , Overall MIS

– HNI- Segmentation, Revenue and Relationship management

– Facilitate training including Process, Soft skills, Behavioral, Skill based for service and retail manpower

– Maintain quality- Transnational & Process Level, TRAI/TNS Audits, and audits for retail outlets

– Recruitment/Manpower – Planning & adherence IT infrastructure requirement/ enhancement & UATs

– Supporting zonal teams in CS delivery

Developmental :

– Talent retention through career planning

– Create a work environment that is conducive for company’s growth

– Identify TNI basis performance gaps of team members


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