Job Req ID: 48866

- Location: Mumbai, Maharashtra, IN

- Function: Other

- About:

- 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 chance 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 is an equal opportunity employer committed to diversifying its workforce.

Role Title

Contact Center & Backoffice Tech Support Lead

Position No

Function

Service Partner Operations

Sub Function/ Vertical/ Department

Contact Center & Backoffice Tech Support





Band

M3

Reports to Role (Position No)

Service Partner Ops Head

Location

Mumbai

Date of last update/approval

- Job Purpose (In one or two sentences)
- Plan the migration/process transition/project management from time to time to enable business
- Manage optimal distribution of call volumes across centres & drive self service at IVR and other digital channels
- Key Accountabilities / Key Result Areas (Max 5)
- Establish optimal voice & data connectivity between the partner centres, data centres, circle MSCs enabling smooth flow of calls
- Manage process migration/consolidation and projects from time to time
- Ensure BCP between centres /self-service options to minimize disruptions
- Support new technologies to be deployed in CC &
- Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
- Understanding about CC technologies covering Inbound/outbound/BO
- Influencing & negotiation skills
- CC Operations management knowledge
- Team Management
- Project management
- Key Performance Indicators (Max 5)
- Process Migration / Project completion as per timelines
- Ensure optimal deployment and utilisation of self-services like IVR
- Analytics & Insights on system utilization & optimization
- Governance & compliance by the partners
- Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

4 direct team members, All partner operations team

- Risks, Challenges, Job Context (Short Description)
- All IT related outage has a commercial/business implication to the organisation
- Any delay in migration would lead to delayed business benefits
- Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

IVR Management team, Connectivity & transition management team

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

📌 Gm-service Operations (Mumbai)
🏢 Vodafone Idea
📍 Mumbai