Assistant Manager - Team Lead - Blended process

Role & responsibilities

• Understands policies, processes and procedures to effectively supervise the team and is responsible for delivering against defined KPIs (including NPS, Voice SL, FCR, Lost Hour, Schedule Adherence, Quality, CMM management, Process improvement and efficiency) in support of the wider Vodafone strategy ;
• Knowledge of Mobile products a must
• Good grasp on PPT & Excel efficient in delivering presentation / story telling to partners
• Should have experience of handling voice customer front end teams for minimum 2 yrs
• Supports the team in delivering accurate and timely information by fully investigating customer enquiries, using available equipment and applications to ensure that queries are resolved efficiently and within SLA or customer expectation;
• Provides operational support with supervisory responsibility for a team of customer care professionals to handle customer requests / issues / questions in a professional manner, with sensitivity to diverse audiences;
• Guides team in managing requests / issues / questions that they have not been able to solve independently;
• Demonstrates tact and diplomacy and coaches team on desired behaviors and auditing calls on daily / weekly basis
• Facilitates and coordinates related tasks in order to use time proactively and efficiently to deliver on service targets.
• Advises team on defined processes and uses judgement based on analysis of factual information to select appropriate course of action to help them resolve problems;
• Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers and identifying process improvements.
• Partner management and should be able to provide suggestions during product launch
• Logical and Strategic approach to improve the situation
• Effectively interacts with internal stakeholders;
• Demonstrates good knowledge of Vodafone products and services, policies and systems in order to effectively manage customer expectations and resolve questions / issues / requests;
• Acts as an advocate of Vodafone, protecting the reputation by following Vodafone's Brand Tone of Voice;
• Performs other job-related duties or tasks defined by the manager or resulting from assigned agendas;

Preferred candidate profile

Skills Required

Team Leading, Escalation Management, Bpo Operations, Attrition Management