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
SPO – Site Lead- Contact Centre cluster Operations
Job Level/ Designation
M2
Function / Department
Customer Service / Service Partner Operations
Location
Ranchi
No of Positions
1
Job Purpose
Responsible for site operations, Own and deliver customer service Experience on processes defined in IBCC and OBCC for the designated site/s
Key Result Areas/Accountabilities
Key Accountabilities –
Service Levels
TNPS – Asat and FTF
UC% age
Audit Observation on Site Governance
Initiatives for process enhancements and correction on customer pain areas /performance impacting areas
Core Competencies, Knowledge, Experience
Must have technical / professional qualifications
Who can Apply
Corporate & Circle colleagues currently handling Customer Service Roles in similar profile
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
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