• Handling a team of 110 members and 6 TLs for Vodafone Process• Ensure the SLA are achieved in all the streams• To ensure the Trade partners are satified and maximise the Trade SAT score month on month• Handling pre paid and post paid related enquiry/request/complaint.• To ensure that there is a strategy, plan and direction available for the delivery unit team to achieve the set targets.• Assists and supports the SDL- Operations in planning, organizing, executing • Follow up and close loop on any given responsibily (escalation/requirement/modification)• Audit mechanisms & procedures to improve the overall service quality.Other Generic Duties• Maintains harmony among employees and resolves grievances that are escalated; performs or assists • Subordinates in performing duties; adjusts errors and complaints.• Prepares a variety of studies, reports, presentations and related information for decision-making Purposes.• Updates self regularly on the product/process changes, process manuals. • Ensures safe handling of systems and equipment provided. • Managing the gamut of tasks including manpower planning, recruitment, induction and training of Team• Indentify top performer from each team and conducts R&R and other motivation activities to improve team performance

Responsibilities:• Handling a team of 20 members for Vodafone inbound process.• Have been effective in the cross-cultural environment, both effectively communicating with superiors and peers, while providing leadership in a cross-cultural environment.• Have been pro-active in anticipating problems and liaising with other parts of the organization to support client and business needs.• Roastering the associates with appropriate man power planning• Ensuring there is no Mistakes in Process or in from executives related to information exchange through online barging and side barging.• Handling the Client Escalation issues at the top priority level• To make sure all team members are cross trained across processes in the process• Taking initiative to uplift the team and sharing best practices• Maintaining Internal and External Error coaching Logs for the error feedbacks • Conducting audits on Agents orders and strict adherence to own Productivity, Attendance, Team’s External and Internal Reports• Keeping a track of the Bottom performers and executing Corrective Action Plan and Performance Improvement Plan whenever required in order to bring up the Monthly scores• Taking Escalations on Process Related issues• Escaltion issues to clients regular basis to provide exhanced service

• To identify the potential customer who are will to use the service• To support the process with target adherence• To help the customer to choose their own service and provide detailed information• To analyze and promote the product with selcted interested customers• To help customers if there are other resolution expected during the call and close loop the same.• To measure the day-to-day performace to enhance• To ensure 100% attendance, shift adherence• Adhere the KRA to ensure complete delivery• Interact with all the team members and cross functional teams• Create MIS reports for respective teams

• Ensure the 100% data capture with correct information• Handling calls through dialer for faster results• Help customer to use their service with interruption• To ensure 100% attendance, shift adherence• To engage into internal competition to enhance the individual performance• Interact with all the team members and cross functional teams• To help customers if there are other resolution expected during the call and close loop the same.• Adhere the KRA to ensure complete delivery• To measure the day-to-day performace to enhance