Vodafone - Manager - Resolutions

Role Purpose:

The position is responsible for handling customer interaction: Requests & enquiries for the consumer & enterprise customers.

It is also responsible for handling the outsourced Prepaid & bill admin process

Focus on reduction in influx, save on cost & reduce manpower.

Reduction in influx: Responsible for reduction of influx through process changes & automation.

Quality: Monitor quality through TNPS & Service recovery and repeat interactions.

Manage request & complaints TAT's for consumer & enterprise customers: To ensure all requests received are processed within TAT and with the desired quality.

Vendor Management: Ensure activities across all processes are done within the defined vendor SLA's.

People survey: management & engagement index: Manage the team engagement and manager index scores.

Cost effectiveness & manpower rationalization: Provide options to save on cost & reduce manpower through better processes.

Typical Outputs:

Request TAT- s: 98%;

Complaints TAT- s: 95%;

C-SAT scores: 95% for complaints & 98% for request;

Repeat complaints: - 1.2%;

Process improvement: 2 per month;

People survey: - 80%;

Other Specifications:

Qualification: Graduate/ MBA

Analytical skills

Interdepartmental communication skills

Prompt decision making skills

Team management skills

Motivational skills