Job Duties/Responsibilities:

- Service delivery of the processes in the specific timelines.

- responsible for providing collective business insights back into the Vodafone support teams (on a real time and trends perspective) to ensure that recommendations are prioritized to drive operational targets such as Volume Reduction, FCR, TNPS, NPS, CE and Cost Efficiency.

- objective to ensure that the contact center resourcing is managed efficiently without compromising the customer experience.

- Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.

- Participate in selection process to ensure the right talent is selected in a timely manner.

- Develop, groom and coach team members so that they are able to perform better / as per the business objectives and Caliber culture.

- will be responsible for ensuring compliance with Agent Administration process to exit agents and ensuring that all agent access and accounts are removed or deactivated.

- Clearly define and communicate KRAs and KPIs for direct Reportees.

- Ensure that direct Reportees systematically define and communicate KRAs and KPIs to subsequent team members, thus affirming all team members have well defined KRAs and KPIs.

- Make sure all team members' performance is reviewed periodically and clear feedback is provided on a continuous basis.

Client relationship :

- Ensure that a smooth relationship is maintained between the company and the client.

- Appraise the client on the happenings whenever necessary.

- Deliver the data requested by the client in appropriate timings

Mandatory Skill Sets

- Intermediate management of office Microsoft programs (excel, word, outlook, power point)

- Understands LAN, WAN, OS concepts. Familiar with N/W Topologies, IP Addresses & subnets

Work Experience:

- Minimum 2 years of experience in a similar position with Telecom experience ( Inbound/Outbound/Sales/Retention/Back office)

- Experience - relevant experience in Telecom / Call Center Service / prior experience of direct Customer Care interactions in an international (English) Hindi and Malayalam.

Soft skills required

- Good communication skills in English & Hindi

- Self-motivated and a good people management skills

- Excellent leadership qualities to motivate and drive the team in the right direction.

- Online time management and active decision making

- Good client interfacing skills

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