Assistant Manager
vodafone India Limited
Total years of experience :16 years, 7 Months
• • 7+ years experience in managing the Training of Outbound Call centers & Data Call Centers & Quality of retail touch points.
• Managing the Induction trainings for new hires @ Outbound, Inbound & Data call centers.
• Building the Refreshers for the bottom Quartile on the basis of TNI received. Conducting refresher for these agents and mapping of their efficacy after the refreshers.
• Conducting the Briefing dipsticks @ call centers to check the knowledge level of the recent briefings and the top call drivers.
• Handholding the New hires for the first month to mask them and ensure that they deliver as per the expectations.
• Training audit to ensure that training is delivered as per the desired Infrastructure and all proper MIS is being maintained for the Induction trainings or not.
• Sharing the Wow Experiences as Vodafone tales which is a way to document the customer service experience.
• Managing a good Customer Service experience at the retail touch points. This included the infrastructure of the touch point along with the customer Service Executive handling the customer with well-defined process and product knowledge.
• Building a good audit mechanism to ensure excellent customer service delivery.
• Identifying the process for improvements so that they are customer friendly and error free.
• Screening the Customer service executives at the initial rounds of their interview on the basis of Quality Parameters.
• Training intervention during Induction batches.
• Back office process audits & written communication audits.
• Managing all the communication with the external audit agency.
• Engagement programs for Customer Service executives/Store Managers.
• Engagement activities for the employees as a part of recreation. Also managing all internal events being held in the organization.
• Building strategies for better audit scores in All India audits by an external agency.