Key Responsibilities

Hiring Management : Understanding of hiring process followed at partner end; Owning hiring validation 100%; Active involvement in hiring process at partner end to gauge the quality of manpower being on boarded and adherence to the contracted job description.

Training & Quality Management : Engage with NHIP batches to understand training effectiveness ; Suggest changes in training content for new product & processes- drive the suggestions to closure; Ensure refreshers are conducted as per schedule – regularly sit thru refreshers/NHIP.

Process mapping & management : Process fix and ship ; Test all new product launches and initiate live demo on floor; Ensure and participate in briefings being done on floor. Dissemination of briefing to be checked basis dipstick and random test calls ;Suggest changes/simplification covering the entire gamut right from training content, quality legend, SOP, applications to processes ; Ensure adequate manpower on board as is directed contractually. Work with Partner on capacity assumptions taking into account various risks e.g. Festivities, exams, competition setup etc.

Customer Management : Influence the culture of call listening at partner’s end for both middle & senior management to relate to customer’s agony and improve call handling etiquettes ; Outcall repeat callers & display true spirit of being an airtel ambassador to create partner sensitivity on call handling for agonized customers ; Focus group discussion with CCE’s and team leads to understand health of the process & their pain points, if any-

Org: Airtel Designation: Experience: 0-34 years Position Type: TBD

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8/24/2020

weekly drive key KPI by problem solving; understanding trends and influencing partner team towards alignment .
Reporting Management : Ensure availability of adequate information, historical data and performance metrics; Validation of all KPI’s being reported from a governance standpoint to ensure no leakage leading to impact on financials / customer experience ; Review prevalent KPIs and their thresholds ; Ensure check on all contracted parameters for the process are readily available. Partner & Relationship Management : Take ownership of delivering partner satisfaction ; Ensure partner’s readiness and capabilities to support airtel’ s growth strategies. Alignment of partner to airtel’ s strategies and long-term plans ; Manage change within the organization and resolve conflicts that may arise between the Partner and Airtel ; Showcase achievement and best practices adopted by partner across the fraternity thereby ensuring consistent qualitative delivery and motivation.
Knowledge Management : Possess in-depth knowledge of hosted solution ; Expertise in application and ID management ;Should be aware of all airtel products and ensure conversion of partner onto these products.

Experience & Skills Skills Required

Call center skill set mapping / routing technology - post joining
Airtel Applications (DT/CRM/UD etc.) - Post joining Process/Product trained/Call taking - post joining Understanding of basic WFM semantics

Educational Qualifications (must have)

Graduate, pref. post graduate
Must know to read, Write and speak :English and Hindi, and regional language for the said circle.

Work Experience (must have)

6+ yrs. with min. 3 yrs. in a BPO/Telecom Should have managed large teams