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Vodafone India Service hiring Executive/Senior Executive

Primary Skills: Good skills on excel, power point, experience on RTA management. Key accountabilities (Role Description): Forecasting Manpower & infra requirements basis trends on metrics like AHT, transactional volume intraday, weekly, monthly and so on.

        1. Staff planning – Monitor and report manpower ratios in terms of TL: Advisor, TOM:TL etc.
        2. Infrastructure planning – Support planning and testing for new applications, enhancements & developments.
        3. Capacity Planning – Keep track on Hiring requirements, training start dates, and graduation etc. v/s ramp up plans.
        4. Scheduling & Roistering
        5. Staffing Numbers: Calculate the intraday resource requirements
        6. Setting thresholds: Service Levels, Average Handling Time and after call work time etc.
        7. Real time monitoring of incoming transactions, queue & agent behavior to help operations meet their SLAs
        8. Co-ordinate with local and UK IT to resolve any application or IT issues resulting in downtimes downtime.
        9. Content; Volume, Performance, Business management e.g. Productivity Reports, Reports, Trends, etc.
        10. Analysis & Drill downs based on data reported and historical trends to help improve efficiency of operations

Desired Profile

        1. Primary Skills: Good skills on excel, power point, experience on RTA management.
        2. Key accountabilities (Role Description):
        3. Forecasting Manpower & infra requirements basis trends on metrics like AHT, transactional volume intraday, weekly, monthly and so on.
        4. Staff planning – Monitor and report manpower ratios in terms of TL: Advisor, TOM:TL etc.
        5. Infrastructure planning – Support planning and testing for new applications, enhancements & developments.
        6. Capacity Planning – Keep track on Hiring requirements, training start dates, and graduation etc. v/s ramp up plans.
        7. Scheduling & Roistering
        8. Staffing Numbers: Calculate the intraday resource requirements
        9. Setting thresholds: Service Levels, Average Handling Time and after call work time etc.
        10. Real time monitoring of incoming transactions, queue & agent behavior to help operations meet their SLAs
        11. Co-ordinate with local and UK IT to resolve any application or IT issues resulting in downtimes downtime.
        12. Content; Volume, Performance, Business management e.g. Productivity Reports, Reports, Trends, etc.
        13. Analysis & Drill downs based on data reported and historical trends to help improve efficiency of operations

QUALIFICATION CRITERIA

Experience : 0 – 3 Years
Salary : Not specified
Job Location : Ahmedabad
Qualification : Any Graduate/ Any Postgraduate

COMPANY DETAILS

Company Name : Vodafone India Service Private Limited (VISPL)
Company Address : NA
Company Profile : Vodafone India Service Private Limited (VISPL) is a Shared Services Centre, fully owned, operated, and controlled by Vodafone Group PLC largest and one of the most geographically diverse telecommunication companies. We provide a complete suite of Technology, Finance, and BPO sourcing solutions with a relentless focus on providing the best-in-class services to Vodafone Operating Companies, spread across the world, out of our Shared Services Centers located in Pune and Ahmadabad. Vodafone India Services Pvt Ltd provides range of services comprising of Remote Infrastructure Management, Application Development maintenance & Operations, Network Services, IT Security & Management Services. We have built best of the breed facilities and technology infrastructure where more than 5200 VISPL employees and business associates are working to meet Vodafone objectives and efficiently serve our clients and the end customers.

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