Lead, Customer Experience at Airtel

Job Identification: 522

Job Description

• The role is responsible for the governance, managing the relationships, interface and process compliance of the 3 Call Center BPOs.
• Ensure training of all customers facing staff by identifying frontline skill gaps/training needs based on laid down performance evaluation matrixes as well creating a seamless flow for resolving all Retailers and CP issues escalated to the Call Center.
• Provides critical management reports and insights from customer feedback to influence overall customer and product strategies.
• Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.
• BPO invoice validation to ensure appropriate bill is being remitted.

Responsibilities
Call Centre BPO Governance:

• Call Centre Monitoring and governance to ensure proper implementation of CC strategies: 
• Inbound & Trade Operations. 
• High Value and Enterprise Desks. 
• Mass & Mid Value. 
• Close Loop and Outbound Operations. 
• Performance monitoring for CC KPI. 
• Adherence − SL, AHT, ABD, FTR, Repeat. 
• BPO invoice validation to ensure appropriate bill is being remitted. 
• Ensuring implementation and adherence to the Airtel code of Conduct. 
• Tracking the adherence level of all new launches changes in the CC and highlight visible gaps for improvement. 
• Monitoring BPO Quality of services through Quality scores and JKQ scores. 
• Monthly headcount monitoring. 
• Effective communication with Partners through information dissemination to the entire frontline via CCQA. 
• Single point contact for process owners - to communicate and implement processes 
• Call handling scripts - New / Modifications.
• Execution of Customer Feedback campaigns from the various customer touch points; this provides business intelligence, competition intelligence etc., providing NPS and CSAT scores to help with process improvement in the CCs.
• Communicate Business rules, policy change/modification etc.
• Monthly meetings with the partners to review the KPIs, check progress on agreed deliverables as per previous MBRs.
• Bi- Monthly focus group sessions with CC agents for process correction and clarification based on VOC.
• Continuous Call Centre improvement

Define And Implement Quality Standards in Line with Group Parameters:

• Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.
• Coordinate calibration sessions to ensure adherence to Smartcash PSB Quality Audit process; this includes all call handling scripts and other quality parameters.
• Ensure audit at agents’ level to check the efficacy of information being cascaded by the customer facing CC agents.
• Follow up with process correction based on VOC.
• Close loop with partner on any open issue with regards to process failure.
• Ensure calibration sessions to ensure adherence to Smartcash PSB Quality Audit process; this includes all call handling scripts and other quality parameters.
• Implement sanctions on defaulters where processes have been breached

Escalations, Access Management & Control:

• First point of contact for the BPO partners. 
• Escalate process failures to process owners for immediate resolution. 
• IT /FRUAD SPOC for compliance monitoring & adherence to access management. 
• Ensure access creation for all new agents, deletion of exiting agents ID's and CUG lines 

Training:

• Ensure NHIP (New Hire Induction Program) training is carried out for CC agents.
• Ensure knowledge of frontline staff on all products and services.
• Drive the identification of frontline skill gaps/training needs based on laid down performance evaluation matrices.
• Review and align training content and determine the most effective mode of delivery for all frontline staff. Validation of the training content - First time & ongoing basis.
• TNA to be validated and signed off based on the outcome of the RCA's that is carried out on any critical Quality KPI's.
• Track and monitor the adherence to the Fresh & refresher Training monthly.
• Monitor the Measure of Success post all the Fresh / Refresher training done.
• Co-ordinate with Hub training SPOC to get the fresh training module created and conduct the training for TTT.
• Check the level of information dissemination on any new product launch / process etc. (Floor Check post self-certification of the partner)
• Ensure adequate JKQ is conducted as per laid down process

Recruitment & Certification:

• Certification and Validation of CC recruitment process by carrying out various audits. 
• Validation and audit will be carried out in the certification process. 
• Validate and approve the list of certified agents for creating the application login IDs. 
• Monitoring during the OJT period of the new agents and ensure they do not pick live customers’ calls. 
• Ensure full compliance with the recruitment guidelines specified by Smartcash PSB. 
• Validation and audit to be carried out on the recruitment process. 
• Random audit on the interviews and share feedback for corrections. 
• Ensure non-certified agents are not allowed on the floor to pick up calls. 
• Monitoring during the OJT period of the new agents and ensuring they do not pick up live customers’ calls. 
• NHIP process validation and approvals by ensuring the effectiveness of the NHIP process at all CC locations. 

Qualifications
Educational Qualifications & Functional / Technical Skills:

• MSc / Bachelor's Degree.
• ITIL Certification

Relevant Experience:

• 8-10 years of solid customer service experience, 3 of which must be in a management position
• Working/worked in a Call Centre environment
• Quality Management Skills
• Deep knowledge of Business Analytics

Other Requirements:

• Excellent command of the English language
• Survey and Research Skills
• Excellent organisational, communication, and attention to detail skills.
• Advanced reporting skills
• Ability to manage large teams.