AGM-Revenue Enhancement & Retention BO

AGM-Revenue Enhancement & Retention BO

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

AGM-Revenue Enhancement & Retention BO

Job Level/ Designation

M2

Function / Department

Customer Service | Training

Location

Hyderabad

Job Purpose

 Churn Monitoring

Operational efficiency & delivery

Key Result Areas/Accountabilities

Drive to control Circle postpaid mobility Churn targets ensuring revenue churn to the minimum

• Meet allocated corporate churn targets for postpaid
• Revenue Churn at permissible level lower than Subs churn YoY
• Improve Postpaid UPC retention & deliver corporate assigned targets & Improve on MNP cancellation

Drive excellence at the outsourced partner opeations by achieving set goals, Campaign-wise delivery & ensure consistent practices, planned & maintained within budget allocated by corporate, Regular expectation setting across retention campaigns with ultimate alignment to drive circle churn targets

• Specific Postpaid retention targets to be achieved MoM via OBCC
• Reduce Idle time & other non-productive components to < 20% thereby delivering minimum 75% Login efficiency
• 95%+ daily login delivery as per plan
• Proper Category & TNI planning along with TnQ leads
• Drive Reactive & Proactive Retention Campaigns focussed on Family Delinking & Churn 

Maximizing MNP retention through :

Leveraging Retention activity to increase retention.

Drive inputs parameters to achieve higher retention such as talk time, bitly utilization, quality score, ACHT, manpower availability against the budget & BQ agent process management.

• Reduction in Portouts YoY

a) Achievement against assigned retention targets - Overall & OBCC Cohorts -

b) MoM complaint trends for FOCS

Provide proactive inputs and data analytics to identify and improve on churn legs/cohorts. Also share Insights basis Customer VOCs, partner and retail team interactions more importantly market level information and competition benchmarking to adapt / improve performance vs competition

• Provide input via simulations in target setting & incentive roll out for all KPI's
• Allocation of Voluntary Churn request to respective teams & 100% closure with proper feedback within TAT
• Regular market insights by competition benchmarking, Process improvement, In sighting basis customer VOCs 

Core Competencies, Knowledge, Experience

Core Competencies, knowledge and Experience

• Strong telecom subject matter expertise
• Excellent communication, presentation and delivery skills
• Retail operations and management ( Good to have)
• Strong Planning and Execution Skills
• Customer sensitivity & Service mind-set
• Engage & Present ideas/thoughts and have influencing skills

Must have technical / professional qualifications

Professional Qualifications

• Graduate / Diploma  

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