Job Description
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AGM - Prepaid Process & Delivery
Vodafone Idea Limited
Mumbai, Maharashtra
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1+ hours agoFull–time
Role
Prepaid CXX, GH, IT & Marketing interface and Circle support Lead
Job Level/ Designation
M2 / AGM
Function / Department
Customer Service / Prepaid Process and Delivery
Location
Corporate – Mumbai
Job Purpose
• Drive & Enhance Prepaid CXX by leveraging insights from TNPS, NPS, CRM interactions
• Evaluate and simplify processes through
• End to End process studies
• Benchmarking
• Cross functional projects
Key Result Areas/Accountabilities
• Improve and sustain TNPS and NPS KPIs
• Drive continuous process simplification and improvements
• Identify opportunities to upgrade user / customer journeys and enhance operational efficiencies through effective collaboration with cross functional teams
• Enhance Self Help penetration through Digital & Self Service platforms
Core Competencies, Knowledge, Experience
• Good knowledge and Subject Matter Expertise around Processes, Systems and Applications
• Ability to influence & drive cross functional projects
• Exposure to Customer Lifecycle Management
• Excellent Analytical Skills
• Proactive Resolution Skills
Must Have Technical / Professional Qualifications
• Graduation/Post Graduation/MBA with good experience in various customer service roles
• Experience in Prepaid Process Management
Years Of Experience
7 – 10 Years
Direct reports
NA
AGM - Prepaid Process & Delivery
Vodafone Idea Limited
Mumbai, Maharashtra
Apply
1+ hours agoFull–time
Role
Prepaid CXX, GH, IT & Marketing interface and Circle support Lead
Job Level/ Designation
M2 / AGM
Function / Department
Customer Service / Prepaid Process and Delivery
Location
Corporate – Mumbai
Job Purpose
• Drive & Enhance Prepaid CXX by leveraging insights from TNPS, NPS, CRM interactions
• Evaluate and simplify processes through
• End to End process studies
• Benchmarking
• Cross functional projects
Key Result Areas/Accountabilities
• Improve and sustain TNPS and NPS KPIs
• Drive continuous process simplification and improvements
• Identify opportunities to upgrade user / customer journeys and enhance operational efficiencies through effective collaboration with cross functional teams
• Enhance Self Help penetration through Digital & Self Service platforms
Core Competencies, Knowledge, Experience
• Good knowledge and Subject Matter Expertise around Processes, Systems and Applications
• Ability to influence & drive cross functional projects
• Exposure to Customer Lifecycle Management
• Excellent Analytical Skills
• Proactive Resolution Skills
Must Have Technical / Professional Qualifications
• Graduation/Post Graduation/MBA with good experience in various customer service roles
• Experience in Prepaid Process Management
Years Of Experience
7 – 10 Years
Direct reports
NA
💡 Quick Summary
Seeking a career-building opportunity? The AGM | Prepaid Process Delivery position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
