About the Role:-

Responsible for managing end-to-end contact center operations by setting up the right people, processes, and technology. The role focuses on delivering efficient, high-quality customer service that meets business KPIs, while also following a serve to sell approach—using customer interactions to build value, support sales and generate revenue. It also includes driving continuous improvement and managing change effectively.

Description for Internal Candidates

Key Responsibilities

Hiring Management: Understanding of hiring process followed at partner end; Owning hiring validation 100%; Active involvement in hiring process at partner end to gauge the quality of manpower being on boarded and adherence to the contracted job description.

Training & Quality Management: Engage with NHIP batches to understand training effectiveness; Suggest changes in training content for new product & processes- drive the suggestions to closure; Ensure refreshers are conducted as per schedule – regularly sit thru refreshers/NHIP.

Process mapping & management: Process fix and ship ; Ensure and participate in briefings being done on floor. Dissemination of briefing to be checked basis dipstick and random test calls; Suggest changes/simplification covering the entire gamut right from training content, quality legend, SOP, applications to processes; Ensure adequate manpower on board as is directed contractually. Work with Partner on capacity assumptions taking into account various risks e.g. Festivities, exams, competition setup etc.

Call Center Growth- Drive sales growth from the identified opportunities during customer interactions and converting them into revenue through serve to sell approach

Customer Management : Influence the culture of call listening at partner's end for both middle & senior management to relate to customer's agony and improve call handling etiquettes ; Outcall repeat callers & display true spirit of being an airtel ambassador to create partner sensitivity on call handling for agonized customers ; Focus group discussion with CCE's and team leads to understand health of the process & their pain points, if any-weekly drive key KPI by problem solving; understanding trends and influencing partner team towards alignment .

Reporting Management: Ensure availability of adequate information, historical data and performance metrics; Validation of all KPI's being reported from a governance standpoint to ensure no leakage leading to impact on financials / customer experience; Review prevalent KPIs and their thresholds; Ensure check on all contracted parameters for the process are readily available.

Partner & Relationship Management: Take ownership of delivering partner satisfaction; Ensure partner's readiness and capabilities to support airtel s growth strategies. Alignment of partner to airtel s strategies and long-term plans; Manage change within the organization and resolve conflicts that may arise between the Partner and Airtel ; Showcase achievement and best practices adopted by partners across the fraternity thereby ensuring consistent qualitative delivery and motivation.

Knowledge Management : Possess in-depth knowledge of hosted solution; Expertise in application and ID management ;Should be aware of all airtel products and ensure conversion of partner onto these products.

Experience & Skills Required

Call center skill set mapping / routing technology - post joining

Airtel Applications (DT/CRM/UD etc.) - Post joining Process/Product trained/Call taking - post joining Understanding of basic WFM semantics

Educational Qualifications (must Have)

Graduate, pref. postgraduate

Must know to read, Write and speak :English and Hindi, and regional language for the said circle.

Work Experience (must have)

6+ yrs. with min. 3 yrs. in a BPO/Telecom Should have managed larger teams

Business Manager