Job Description

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India's leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.VIL is an equal opportunity employer committed to diversifying its workforce.RoleManager - Response & ResolutionJob Level/ DesignationM1Function / DepartmentCustomer ServiceLocationHyderabadJob Purpose

• Customer Experience
• Response and Resolution
• VOC management and Insights
• QOS/ Regulatory reports
• Extracting digital asset
• IVR - testing and management

Key Result Areas/Accountabilities

• Execution, Seamlessness & Integrity
• Knowledge of Prepaid & Post Paid customer processes related to TNPS , IN, Activation CRM, & surround applications for resolving customer complaints & escalations
• Understanding and reporting of Regulatory & QOS
• Skills to manage large Teams and varied work environments
• Understanding of Marketing, Sales and Commercial roles and processes for seamless execution
• Designing/ improvement of processes based on customer VOC

Core Competencies, Knowledge, Experience

• Target Oriented Approach
• Complaint reduction
• Sound in Process / systems knowledge / experience
• Strategic thinking ability and excellent data analysis skills
• Capability to influence cross functional team as per Metrix

Must have technical / professional qualifications

• Graduate / PG in any field
• Excel and Presentation skills
• MS Office & Presentation Skills

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Vodafone Idea