Manage a team of 15 advisors in Operations. Monitor and evaluate calls to understand AOIs/improvement needs and provide feedback/coaching to improve performance. Deliver to the KPI targets for the team and LOB. Effectively manage his/her team through robust performance management and keep the team highly motivated to help deliver to the performance targets through strong/consistent employee engagement activities. Answer escalations calls/chats to help provide a good customer experience.
Key accountabilities (Role Description)
Highlight accountabilities and KPIs for the requisitioned role, which could include (but not limited to)
Typical outputs
(Key deliverables & KPIs expected from the role holder)
Impact on Business
(How would the role holder impact/scale of influence Business decisions - strategic/operational)
Interfaces with Customers, Suppliers & Third parties
(Internal and external stakeholder interactions expected of this role )
Leadership & Teamwork
(Leadership Direction and accountabilities towards the Team)
Innovation & Change
(Expectations from this role in driving innovation and change)
Others
Key Delivery on NPS, Quality and efficiency metrics
Manage people and set expectation of the business goals.
Delivery of Service Levels
Stake holder management
Attrition and Retention of employees
Training and Development of employees
Analyze performance gaps and implement action plan to improve performance.
Excellent communication skills
Decision making ability
Good influencing & persuasive skills
Problem solving & analytical ability
Result orientation
People Development & Coaching skills
Team motivation & conflict management
Customer Service orientation
Speed of Execution
Specifics for the role
Work hours
Does the role require to work in shifts?
Yes No
Does the role require travel?
Yes No
If yes, please specify travel requirement : Extensive/ Moderate/ Rare
Passport/ VISA requirements (if any)
NA
Team structure (highlight approx. number of direct and indirect reports)
A team of 15 advisors in operations
Any additional lines of reporting this role is expected to have? Please specify.
Desired Profile (Overall & Relevant work experience, skills, technical/domain knowledge, Customer handling, Geographical exposure etc
Essential:
Minimum G rating in the last appraisal cycle
Basic excel knowledge
Good verbal & written communication
Minimum 1 year of experience in handling customer queries/requests
Sound understanding of the KPIs
Desired:
Education/Technical/Functional qualifications and/or Professional Certifications:
Essential: Under Graduate/Graduate
Desired: Team handling experience would be an added advantage
Behavioural/ Personality Specifications required (few examples of aspects that may be covered are listed below)
Communication
Leadership/ Team Handling experience
Language skills
Vodafone Way:
Speed
Simplicity
Trust
Innovation hungry
Customer Obsessed
Ambitious & Competitive
One Company Local Roots
Excellent written and spoken communication
A great leader
Should be articulate
Customer Obsessed : Brilliant Customer Service to our Vodafone Customers
Excellent customer care skills
A passion for delivering high quality customer service and delighting our customers at all times
Excellent communication and interpersonal skills
Confidence and ability to work under pressure in a target/ deadline driven environment.
Initiative and ability to get on and work on their own.
Numerically/ technically minded
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