Assistant General Manager - Call Centre Analytics

AGM-Call Centre Analytics COE

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.

Role

Contact Center Analytics – Team Member (Center of Excellence) 

Job Level/ Designation

M2 / DGM/AGM

Function / Department

Customer Service – Service Partner Operations

Location

Ahmedabad

 

Job Purpose

To generate actionable insights from all the Contact center’s data sources (Inbound /outbound/ Back office / Chat/ Social Media) with all stake holders. Define and create baseline for key projects, while driving digital adoption, cost savings, and proactive issue resolution for customer queries ensuring effortless customer experience.

 

Key Result Areas/Accountabilities

• Ensure all standard reports are designed, automated and periodically published
• Developing useful insights with cross channel utilization
• Develop and share insights on national and circle specific trends
• Share analysis on the reasons for the assisted interactions and suggest proactive measures to address them
• Share insights for digital enablement of customer requirements
• Monitor system disruptions impacting operations and share insights
• Track utilization of empowerments and suggest measures to improve first call resolution
• Track & Publish Upsell & Payback trend on a Weekly & Monthly basis
• Identify the frequently used reports required by business teams and get standardised, designed and deployed
• Support the marquee projects with designing the KPI , the baseline  and publishing the reports.
• Converting unstructured customer feedback into insights.

 

Core Competencies, Knowledge, Experience

1. Ability to work on MIS and BI tools
2. Sound knowledge of SQL/ MS-Access/Excel / Presentation
3. Strong analytics capability to integrate multiple data sources and derive inferences
4. Ability to use the AI tools like Microsoft Co-pilot for analysis for insight generation

6 - 8 years of relevant experience in Analytics

Must have technical / professional qualifications

• Graduate/ Postgraduate with 6-10 years of relevant experience with 3-4years in telecom domain
• Good Analytical and Presentation skills

 

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

Experience Level

Senior Level