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Job Description – Ops Manager – CTS and Cloud Operations Role title : Ops Manager – CTS and Cloud Operations Function: VIL Enterprise Business Location: Pune Role purpose: Drive Operation to deliver Customer Experience through planning, continual execution, collaborative and robust engagement with various internal teams. Create & Implement operational process flow, identify gaps with existing solution, document functional specifications to maximize customer experience. Process improvement through automation, digitization and cost optimization. Will manage day to day operation of the desk along with SLA performance, reporting numbers and their accuracy The role would also involve handling customer and internal escalations, chasing internal and external partners for resolution Manage multiple partner sites responsible for operations delivery and work towards improving operational efficiency, Identify opportunities for process automation and reduced dependency on manual tasks and improvement on accuracy of data entry Drive TNPS Improvements Key accountabilities and decision ownership Service Performance and Operations Support for CTS and Cloud Operation Management: Implement and drive Governance and Control to deliver contact Centre KPI targets for the team and LOB. Monitor the Service performance, formulate comprehensive strategy plan to ensure successful delivery on time and within budget. Ability to Handle Incident, Problem and Change management Interfaces with Customers/Stakeholders: Manage customer /stakeholder relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery Partner Management: Effectively manage and govern partner operations through robust performance management and keep the team highly motivated to help deliver the performance targets through strong/consistent review mechanism. Mentor, coach and educate partner resources on operational policies and procedures. Process improvement project: Review of existing Process and realigning the Partner to follow the same Guidelines. New Product Onboarding and Service Strategies. Setting up Process and creating SOW and LWI. Key performance indicators: Contact Centre KPIs of Service Levels, ACHT, Email Ticket Booking and Response TAT Fault Isolation and Resolution Maintain FTR and MTTR TNPS Improvement. Implementation of automation and digitization Core competencies, knowledge and experience Telecom industry experience with inclusive awareness of non-telecom products – CPaaS, SaaS, GWS etc. Needs to clearly understand these solutions with an expert understanding of stakeholder management, people management, and operations management: 5 Yrs + Experience in Managing Contact centre operations with KPIs such as SL, Abandon, Email responses, ACHT, Incident Management etc. along with knowledge of IVR, Cisco Telephony and Genesys EMS – 3 Yrs+ Coordinate with relevant stakeholders to resolve customer complaints Managing and streamlining operations Attitude towards meeting customer first agenda Problem Solver Reporting and Analysis of Data Must have technical / professional qualifications: Qualifications: BE/BTECH(ENTC/IT/CS) Or MBA in Operations Professional Certifications like / CCNA / Agile may add advantage. Overall Experience: 5-7 years Experience of handling Large Scale Contact Centre Set up ITIL Certified Knowledge of Voice/SMS/SaaS/Cloud Telephony People Management Knowledge of Cloud based telephony and messaging platforms Knowledge of GWS, MS 365 Internal Job Description Footer . Vodafone Idea Limited (formerly Idea Cellular Limited) An Aditya Birla Group & Vodafone partnership Show more Show less
