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Enterprise- Technical Service Lead - Circle

13 - 15 yrs
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Not Disclosed by Recruiter Openings: 1 Posted 10 days ago Job Applicants: 162 Job Views: 478

Job Description

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    Role purpose:
    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
    [max 5]:
    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 profile

    Core 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.

    Educational Qualifications
    Bachelor in Engineering Degree
    ITIL Certification on Foundation, Service Operations and CSI

Salary: Not Disclosed by Recruiter

Industry: Telcom, ISP

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Voice

Role:Assistant Manager/Manager-(Technical)

Employment Type: Full Time, Permanent



UG: B.Tech/B.E. - Any Specialization

PG:Any Postgraduate - Any Specialization

Doctorate:Doctorate Not Required

Company Profile:

Vodafone Idea Limited

Vodafone - The Leading GSM Operator in India.
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