Sr.Executive

Pune, Maharashtra
  1. Full Time
  2. Contact Center
000000206278
Posting date:12 Dec, 2017

 

  • Performance management- monitoring, coaching and developing team members to help them achieve their KRA targets

  • Process management – SLA, AHT and quality adherence

  • Responsible for managing the financial KRAs for his/her team - absenteeism, advisor utilization % attrition

  • Clientinteraction and crisis management

  • Preparation of Team & process MI

  • Capitalizes on opportunities and addresses challenges presented by the diversity of team talents

  • Creates an environment in which concern for client satisfaction is a key priority

  • Promotes the organization’s values and ethicswithin the team

  • Maintains composure and shows self‐control in the face of challenges and change

  • Integrates new learning into work methods

  • Seeks significant challenges outside of current job scope

  • Develops solutions to problems, balancing the risks and implications across multiple projects

  • Communicates complex issues clearlyand credibly with varied audiences

  • Thinks several stepsahead in deciding on best course of action, anticipating likely outcomes

  • Identifies and plans activities that will result in overall improvement to services

  • Conducts ongoing risk analysis, looking ahead for contingent liabilities and opportunities and astutely identifying the risks involved

 

 

  • Achievement of Process KPIs

  • Performance Management

  • Coordinate with internal and external stakeholders

  • Builds strong teams that capitalize on differences in

    expertise, competencies and background

  • Financial save

 

 

Key Result Areas:

·         Achievement of Process KPIs

·         Performance Management

·         Coordinate with internal and external stakeholders

·         Builds strong teams that capitalize on differences in

expertise, competencies and background

·         Financial save

·         Curb leakage

 

Specifics for the role

Work hours

Does the role require to work in shifts?

Yes                                         No

Does the role require travel?

Yes                                         No

If yes, please specify travel requirement: na

Passport/ VISA requirements (if any) –

Team structure (highlight approx. number ofdirect and indirect reports)

 

·         Handling team of 20 FTEs

Any additional lines of reporting this role is expected to have? Please specify.

N/A

 

Desired Profile (Overall & Relevant work experience, skills, technical/domain knowledge, Customer handling, Geographical exposure etc

Essential

§  2yrs in the current roll.

Desired

 

Education/Technical/Functional qualifications and/or Professional Certifications:

 

Essential

 

§  Graduate (From in Any Stream from Recognised University).

 

Desired

 

 

 

Behavioral/ Personality Specifications required (few examples of aspects that may be covered are listed below)

·      Communication

·      Language skills

·      Vodafone Way:

Speed

Simplicity

Trust

Innovation hungry

Customer Obsessed

Ambitious & Competitive

One Company LocalRoots

 

§ Can do attitude.

§  Decisive: makes good decisions

§  Seeks clarification of risks before taking action

§  Putting customer’s first

§  Listens to and understand customer needs

§  Enthusiastic: communicates with enthusiasm and clarity

§  Adaptable: values and adapts to different cultures

§  Reliable: resilient, takes responsibility of one’s work.

§  Fluently (reading, writing and speaking) in English

 

 

Curb leakage

 

Team structure (highlight approx. number of direct and indirect reports)

 

 

 

  • Handling team of 20 FTEs

 

Life at Vodafone

Raniya's Work Experience

James "Vodafone changed my life"

James "Vodafone changed my life"