Vodafone - Team Leader's Operations(International Back Office Process)

Designation: Team Leader's Operations(International Back Office Process)

Job Description:

•Managing performance of team comprising of 15-18 CCEs
•Responsible for monitoring team performance, productivity, quality, prepare daily reports and handling of client communications.
•Managing Service Levels as per client guidelines
•To manage absenteeism, attrition, attendance, breaks and conduct of the team
•Ensure knowledge management of teams
•Handling of escalations from the floor
•Maintain attrition rate below set levels
•Ensure CC floor management and provide support
•Reviewing the Scanning and QA Operational Guidelines with the Client to ensure consistency
•Analyzing the team's Quality and Customer Satisfaction (CSat) scores and preparing various internal & external reports
•Communicating with the client to review the performance on a weekly basis to improve upon the service levels, productivity, Quality, and Customer Satisfaction
•Setting and organizing training sessions with the Client, participating in different conferences and discussions
•Initiating and implementing QA processes like one-on-one coaching sessions, interactive team coaching sessions, weekly performance analysis and review, etc.
•Preparing review files of the agents and then conducting performance appraisal reviews on a Quarterly basis

Company Profile:

Vodafone Essar is the Indian subsidiary of Vodafone Group and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the cellular license for Mumbai. The company now has operations across the country with over 94.14 million customers**.

Vodafone is the world's leading international mobile communications group with approximately 333 million proportionate customers as on 31 December 2009. Vodafone currently has equity interests in 31 countries across five continents and around 40 partner networks worldwide.
     
The Essar Group is a diversified business corporation with a balanced portfolio of assets in the manufacturing and services sectors of Steel, Energy, Power, Communications, Shipping Ports & Logistics, and Projects. Essar employs more than 50,000 people across offices in Asia, Africa, Europe and the Americas.   

**Figures from Cellular Operators Association of India, January 31, 2010

Desired Profile:

Job Qualification

• Minimum Graduation(10+2+3)

• Good knowledge of computers and internet

Skill Set: Good Communication skills, service orientation, flexible working in shifts, ability to coach./ counsel, Good people management skills

Location:      Ahmedabad

Experience:     3 - 7 Years

Role:      Team Leader -(NonTechnical)

Functonal Area:     ITES/BPO/KPO, Customer Service, Ops.

Education:
UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization

Contact:    - Vodafone Essar Limited




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