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Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. With headquarters in New Delhi, India, the company ranks amongst the top 5 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G,3G and 4G services, fixed line, high spee...
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Job Purpose
Has the primary responsibility for planning and budgeting of calls into and out of our various call centers, thereby enabling maximization of resources to meet contact center business requirements, defined KPIs, targets and objectives. This role is accountable for ensuring accurate and fair billing of our call center operations whilst maintaining approved budget; with the aim of reducing contact center expenditure and optimizing utilization.
In addition, the job role is responsible for high level evaluation and analysis of contact center experience operations, to include trend analysis of key performance management indicators, efficacy and reliability of reporting systems & tools, with a view to providing key intelligence to relevant business units.
Key Accountabilities
Calls Forecasting & Planning
Call Centre Billing/Invoicing
Call Reduction Strategies
Data Reporting & Analysis
System (Oracle/Avaya) Management
Educational Qualifications & Functional / Technical Skills
Must have:
Key Contacts
Relevant Experience (Type of experience and minimum number of years)
Must have:
Other requirements
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