Overview
Managing BO,Chat,Mobile & Fixed channels in India and EGypt for VF IE Business.
Driving Key performance KPIs related to Customer Experience, Productivity, Compliance and Efficacy
Own WBR, MBR and QBR with IE partners and Internal stakeholders
Review capacity planning and delivery on periodic basis and provide inputs to Planning teams
Review and identify learning and development opportunities for teams
Responsible for leading Stakeholder Management Meetings and ensuring the consistency and integrity of Reporting
Drive the culture and Vodafone spirit values – Leading by example
Strategic Planning and Execution:
Collaborate with TM's & Leadership to develop and execute strategies to align campaigns operations with overall business objectives.
Conduct regular assessments of market trends, customer expectations, and industry advancements to drive continuous improvement.
Role Purpose :Team Leadership and Development:
Lead a team of Team Leaders, supervisors, and agents, inspiring a culture of excellence, accountability, and continuous learning.
Foster an inclusive and motivational work environment that encourages employee growth, job satisfaction, and retention.
Identify high-potential employees and establish talent development programs for future leadership roles.
Operational Excellence and Process Optimization:
Implement best practices to streamline the processes, reduce response times, and improve overall operational efficiency.
Analyze data on call volumes, agent performance, and customer feedback to identify areas for improvement and develop action plans.
Champion process reengineering initiatives to enhance customer satisfaction, minimize costs, and maximize productivity.
Role Purpose :Quality Assurance:
Develop and maintain quality assurance processes to monitor interactions and ensure service excellence.
Review recorded calls/chats, conduct audits of BO, and provide constructive feedback to TM’s to improve their teams performance.
Workforce Management:
Forecast call volume and schedule staff to meet service level agreements (SLAs) and maintain optimal staffing levels.
Coordinate with HR to handle recruitment, onboarding, and performance management.
Customer Experience Enhancement:
Monitor customer interactions to assess service quality and identify opportunities to enhance the customer journey.
Develop strategies to personalize interactions, address customer pain points, and exceed service level agreements (SLAs).
Role Purpose :Reporting and Analysis:
Prepare regular reports on performance, trends, and improvement initiatives for senior management.
Operations Oversight:
Monitor and analyze campaigns metrics, including call volume, average handling time, customer satisfaction, and other key performance indicators (KPIs).
Implement strategies to improve performance, efficiency, and customer experience.
Ensure compliance with company policies, industry regulations, and best practices.
Key accountabilities and decision ownership : Managing Span of ~190 FTEs alongside performing the duty of Ops readiness manager in new role to be front face of team with partners for new deployment, projects and Ops accountabilities for overall process.Matrix management responsibility for overall Mobile Segment & maintain 98+ on KPI dashboard (NPS, FCR, etc.) and +95% on OKRs (Attrition, Lost Hours, Schedule Adherence, Shrinkage, efficiency, etc)Continue to have engaged and connected environment in team measured through People Survey, Spirit beats and Pulse surveysStakeholder Management and driving desired results on partner surveyResource/Capacity planning to ensure optimum FTE count to avoid revenue leakage or deficitAbility to work in a fast-paced and dynamic environment.Core competencies, knowledge and experience :Essential:
People centric approach driven with engagement and connected work culture Strong understanding of call center technologies, CRM systems, and workforce management tools.Demonstrated ability to lead and inspire teams, fostering a culture of high performance and innovation.Experience:
Proven track record of successfully managing large-scale operations along with experience of managing Team Leaders, stake holder management, being catalyst of change, driving and delivering efficiency and delivering outstanding customer experiences.Exceptional leadership, communication, and presentation skills & Analytical mindset with the ability to interpret complex data and derive actionable insights.
Must have technical / professional qualifications: Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience)Extensive experience (typically 8+ years) in call center operations, with a focus on leadership and strategy.Good knowledge of Data Privacy and GDPRExcellent presentation, influencing and negotiation skills Data aware and analytical capability to translate operational metrics into customer experience Strong analytical, problem solving and decision-making skillsHighly motivated self-starter who can drive changes with passion for Vodafone Objective focusedExcellent mind set striving to exceed expectationsAbility to work with minimal supervisionKey performance indicators :(Customer)
FCR – Customer service improvement to increase first call resolution for customersNPS – driving increased net promoter scores for customer contacting on channel(People)
People Survey & Talent Retention– Continue to have engaged and connected environment in team measured through People Survey. Drive a culture where talent is retained and strive for good attrition only #VOIS#WeMoveTheWorld#MoveWithUs