Designation AGM – Virtual Service Management Lead
Company Name Vodafone Idea Limited
Location Delhi, India
Job Purpose To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of enterprise accounts across all segments & collections across account categories, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that virtual service management teams across regions are well organised, trained and motivated to adopt analytics as a means to improve customer experience that can support the organisation’s vision & objectives.
Key Result Areas/Accountabilities
  • Define & execute strategic initiatives for the regional virtual service desk on account coverage, customer responses, requests & complaints handling, audits & compliance to standard servicing norms.
  • Define & agree on SLAs for partner agency
  • Design and implement a plan to improve customer experience based on retention, Customer VoC, SLA compliance, RNPS etc.
  • Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Core Competencies, Knowledge, Experience
  • Experience in leading a customer service team and partner management.
  • Experience in managing service operations
  • Proven track record in meeting service levels and NPS targets in different situations.
  • Ability to manage in a dynamic, high growth, high uncertainty environment
  • Powerful influencing/ negotiation skills.
Must Have Technical / Professional Qualifications Graduate
Seniority level Mid-Senior level
Employment type Full-time
Job function Sales, Management, and Product Management
Industries Telecommunications
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