General Manager - Call Centre Analytics

GM-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 Title

CC Analytics – COE

Position No

 

Function

Customer Service- SPO

Sub Function/ Vertical/ Department

COE- CC Analytics

Band

M3

Reports to Role (Position No)

Service Partner Operations Head

 

Location

Ahmedabad

Date of last update/approval

 

 

 

 

 

 

 

 

Job Purpose (In one or two sentences)

• Generate and share insights from the Contact centre data sources (inbound/outbound/BO/Chat/SM) with all stake holders from time to time.
• Generate insights in creating value addition, digital adoption, cost reduction and proactive addressing of customer issues.
• To manage contracts with existing and new partners (Existing/New Contract creation/renewal, Extension/Termination/PIP) for Service Partner Operations.
• Continuously benchmarking of contracts to ensure best in class delivery to VIL
• To ensure timely Systemic invoice approvals for service partners.

 

Key Accountabilities / Key Result Areas (Max 5)

Analytics for IBCC & BO - Support Business Operations by ensuring better customer experience at BackOffice, IVR, Inbound by catalysing improvement through analysis for all touch points

MIS/Automation/Projects

1. Drive Projects leading to qualitative inputs on business KPIs post implementation of project.

2. Standardized reports to showcase Operational Performance for Inbound, Outbound, Backoffice, Email, Social Media & Chat Operations.

3. Further automation and value-add to reports to run with ever evolving business needs

Partner Ops planning & compliance

1. Ensuring accurate invoicing, timely validation, Payment processing coordination, Submission of monthly provisions in time, ensuring all the Contact Center agreements due for renewal are completed within specified timelines,

2. Ongoing compliance checks with respect to Contract adherence and negotiate all the terms and conditions of contracts with all the partners of SPO

Cost Management & Budget compliance - Budget Alignment, Cost optimization and budget compliance, Reduce MG payout substantially

 

 

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

 

• Ability to work on MIS and BI tools
• Sound knowledge of MS-Access/Excel
• Strong analytics capability to integrate multiple data sources and derive inferences
• 10+ years of relevant experience in Analytics as well as at least one of either Back Office activities or Contact Center activities

 

Must have technical / professional qualifications

• Graduate/Postgraduate  with 10+ years of relevant experience with 5+ years in telecom domain
• Good Analytical Skills

 

 

Key Performance Indicators (Max 5)

 

• Timeliness and periodicity adherence of reports and analysis.
• New insights and actions suggested to reduce the calls/e-mails
• Automations recommendations for manual reports

 

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

Experience Level

Senior Level