Technical Service Lead is a Strategic role at Circle primarily to drive Circle NPS for VBS Fixed Line customer and ensure overall service experience to be No. 1 in NPS for Fixed Line.
He will drive Continual Service Improvement program for all underperformed services.
Vodafone Idea believes in providing superior experience to all Customers and Service Lead play important role in implementing Industry Best Practice with competitive edge.
He is responsible to retain and enhance revenue through service experience.
Key accountabilities and decision ownership
Drive Industry best practice with competitive edge
To be No. 1 in NPS for Fixed Line.
Strong Governance with Circle and Network Operations team to ensure adequate support for Key customers.
Drive Proactive approach on Critical Service parameter for Key accounts.
Customer engagement at C level to ensure Vodafone Idea be the preferred choice for Fixed line.
Effective handling of Chronic cases and drive it with relevant stakeholder for a permanent fix.
Strong Collaboration with Circle Network team and Technology team to drive our agenda on providing Superior experience to Customers.
Drive Continual Service improvement practices to ensure stability of services.
Drive revenue enhancement through upsell and upgrade from existing customers.
Key performance indicators [max 3]:
1) To be no. 1 in NPS
2) Revenue Management: Controlling Churn & enhance revenue through upsell and upgrade opportunities.
3) Drive digital journey and increase adoptability to improve experience and avoid cost.
Required Candidate profileCore competencies, knowledge and experience [max 5]:
13+ years of experience in handling Fixed Line - Enterprise Customer for B2B segment. Minimum 8 years of relevant experience.
Domain knowledge of Telecom specifically from Network Operations.
Should have handled customer across the globe by working collaboratively with multicultural functions/teams and partners across continents
Should have good People Management skills
Ability to manage in dynamic, high- growth, high- uncertainty environments
Must have technical / professional qualifications:
Desired Competencies/ Skills
Powerful influencing/ negotiation skills, effective relationship management skills.
Should possess ability to get Quality angle on all Operational parameters
Experience in handling Global customer escalation in a B2B environment and understanding on behaviour of Customer for various geography.
Strong communication skill and ability to manage C level engagement.
Bachelor in Engineering Degree
ITIL Certification on Foundation, Service Operations and CSI
UG: B.Tech/B.E. - Any Specialization
PG:Any Postgraduate - Any Specialization
Doctorate:Doctorate Not Required
View Contact Details
Vodafone Idea Limited
Vodafone - The Leading GSM Operator in India.
IEIL has taken all reasonable steps to ensure that information on this site is authentic. Applicants are advised to research bonafides of advertisers independently. IEIL shall not have any responsibility in this regard. We also recommend that you visit Security Guidelines
and Terms and Conditions
for more comprehensive information on this aspect.