Vodafone - Deputy Manager - Call Center Inbound - Peeragarhi

Location : Delhi

Experience : 3.5 - 10 Years

Function : BPO/Customer Service

Vacancy : 1

Job Description :

- Candidate will be reponsible for handling Operations of multiple BPO'S or Call Centers.

- Drive adherence to IBCE (all lines) through correct planning, provisioning and booking

- Meet/exceed Calls per Sub targets

- Meet/exceed ACHT targets

- Effective use of ARE (Automated Routing Engine) to deliver better utilization of partner resources as well as better peak-hour and overall access KPIs

- Manage hosted network of CC for the circle proactively and effectively, ensuring adequate BW at all times for high-quality access

- Hi Value subscriber churn - Circle DB and Retention KPIs (Target - 95% of current FY 14 exit number), Hi value subscriber being defined as the customers being managed by the to-be-launched HECC

- Forecasting Accuracy (+-3%) across every process, through internal engagement to understand initiatives being planned as well as robust and proactive planning with partner on execution

- Rigour in Partner and internal review and governance processes

- Support through deep analytics on top customer pain-points through CRM/ACD data analysis

- Customer interactions analysis, process analytics and Repeat analysis to identify opportunities to reduce customer propensity to call

- Cross-functional action planning within circle and with partners

- Support Robust TNI creation, validation and delivery at frontline

- Support PEP and LCA adherence at frontline

- Own and control transfer queues from all IBCE queues for the circle, including the experience at the transfer desk, as well as necessary VDN management/reduction actions (Target - reduce Transfer VDN abandon to - 5% on each queue, Overall Transfer calls to be reduced to 2% of overall calls through better frontline skilling and empowerment)

- Support Customer empowerment and Self-help initiatives such as My VF App, USSD, etc through necessary promotions through IBCC, while ensuring no CE dilution

- Work with partner to build strength and stability in processes in agent lifecycle to improve key input health parameters - attrition, shrinkage, 0-90 KPIs, supervisory KPIs, IQ, agent categorization, ALD.

Qualification : Regular Graduates

Job Nature : Full Time

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.