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Vodafone hiring Back Office Executive

Excellent written and verbal communication skills. Good influencing & persuasive skills. Good people managements skills, ability to coach/counsel

Service orientation
Number Driven Individual
Excellent Analytical skills
Ability to work in pressure situations

ROLE PURPOSE
oHandling team of 20 FTEs
oPerformance management- monitoring , coaching and developing team members to help them achieve their KRA targets
oProcess management – SLA, AHT and quality adherence
o Responsible for managing the financial KRAs for his/her team – absenteeism, advisor utilization % attrition
oClient interaction and crisis management
oPreparation of Team & process MI

ESSENCE OF ROLE- Key Accountabilities
1Impact on the Business
a)Achieve process KPIs
b)Fulfilment of customer request in defined SLA
c)Maintain accuracy target
d)Ensure adherence to standard operating procedures required by the process

2.Customers, Suppliers and Third Parties
a)Ensure adherence to standard operating procedures required by the process
b)Effective process governance to ensure zero escalation from end customer
c)Coordinate with partners for resolution of any outstanding issues

3.Leadership and Teamwork
a)Brief and coach team members on process updates and performance
b)Measure performance of team members and formulate guidelines on improving it in case of deficiency

4.Innovation and Change
a)Encourage team members to think proactively & provide process improvements ideas & suggestions

5.Knowledge and experience
a)To be apply knowledge and work experience effectively for betterment of job

6.Communication
a)Good Communication skill
b)Versatile in handling understanding and delivering client requirements

ROLE DIMENSIONS
o Achievement of Process KPIs
o Manage performance of team and align with organizational objectives
Financial (limits/mandates etc.
Non-financial (customers/staff etc)
As per framework defined in SOP
Coordinate with internal and external stakeholders

PERSONAL SPECIFICATIONS
EducationoGraduate from a recognised University
Experience
(Technical/ Functional)o0-3 Years
MS Office tools
Industry Preference (s)BPO and TelecomBPO
Behavioural SpecificationsWell versed in people management skill

QUALIFICATION CRITERIA

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

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.

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