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 Description
- To implement and monitor the Service Delivery strategy in assigned showroom
- To ensure that the customer base within the territory enjoy remarkable and positive in-store experience at all contacts with complete query resolution.
Responsibilities
Showroom profitability and Stock Management (Financials)
- To monitor, ensure adherence to process and as such provide Showroom report of
- sales,
- Cash monitoring,
- Stock management,
- Petty cash disbursement, reconciliation and retirements.
- Reporting of all activities within Airtel Showroom that directly impacts on Company financials such as promos
- Track, Manage and control stock movement within and out of the warehouse
- Ensure availability of all company products and services in assigned Showroom
- Provide comprehensive report of all products and services in the Showroom
Asset Management
- Manage all company assets in the Showroom.
- Ensure systems and equipment are in working conditions.
- Escalate all Showroom facility issues for prompt resolution
Customer Experience/ Satisfaction at Showroom (Customer)
- Relationship management: build a strong relationship between Airtel and all its Customers.
- Create a database of customers’ traffic to the Showroom to ensure adequate and reliable data for feedback and upward selling and where necessary promos and other company requirement for effective decision making
Query Resolution and SLA’S (Process)
- Ensure Showroom agents have the required work tools/accesses.
- Ensure that all team members comply with set standards and meet SLA’s.
- Ensure 100% adherence on all Showroom processes and procedures by Showroom Agents.
- Escalate all issues beyond supervisor’s time and ability
- Ensure all Showroom queries are resolved within the approved SLA.
- Monitor turnaround time for all queries/enquiries and institute process improvement when required.
- Monitor team members and track all pending issues to ensure pending complaints are treated
Reports
- Daily, weekly and monthly showroom reports
- ERC reconciliation reports
Qualifications
Educational Qualifications
Relevant Experience & Functional / Technical Skills
- Minimum of 2 years work experience in a Customer Service environment.
- Ability to work with minimal supervision
- Good analytic, report writing and problem-solving skills
- Good understanding of business processes
- Good knowledge of customer administrative systems – REMEDY, TABS, MINSAT, EXCEL etc.
go to method of application »
Job Description
- To implement and monitor the Service Delivery strategy in assigned showroom
- To ensure that the customer base within the territory enjoy remarkable and positive in-store experience at all contacts with complete query resolution
Responsibilities
Showroom profitability and Stock Management (Financials)
- To monitor, ensure adherence to process and as such provide Showroom report of
- Sales,
- Cash monitoring,
- Stock management,
- Petty cash disbursement, reconciliation and retirements.
- Reporting of all activities within Airtel Showroom that directly impacts on Company financials such as promos
- Track, Manage and control stock movement within and out of the warehouse
- Ensure availability of all company products and services in assigned Showroom
- Provide comprehensive report of all products and services in the Showroom
Asset Management
- Manage all company assets in the Showroom.
- Ensure systems and equipments are in working conditions.
- Escalate all Showroom facility issues for prompt resolution
Customer Experience/ Satisfaction At Showroom (Customer)
- Relationship management: build a strong relationship between Airtel and all its Customers.
- Create a database of customers’ traffic to the Showroom to ensure adequate and reliable data for feedback and upward selling and where necessary promos and other company requirement for effective decision making
Query Resolution and SLA’S (Process)
- Ensure Showroom agents have the required work tools/accesses.
- Ensure that all team members comply with set standards and meet SLA’s.
- Ensure 100% adherence on all Showroom processes and procedures by Showroom Agents.
- Escalate all issues beyond supervisor’s time and ability
- Ensure all Showroom queries are resolved within the approved SLA.
- Monitor turnaround time for all queries/enquiries and institute process improvement when required.
- Monitor team members and track all pending issues to ensure pending complaints are treated.
Reports
- Daily, weekly and monthly showroom reports
- ERC reconciliation reports
DIMENSIONS
- No. of direct reports: Minimum of 4 off-roll agents
- Off-rolls project team
- No. of technology partners/ vendors
Qualifications
Educational Qualifications
Relevant Experience & Functional / Technical Skills
- Minimum of 2 years work experience in a Customer Service environment.
- Ability to work with minimal supervision
- Good analytic, report writing and problem-solving skills
- Good understanding of business processes
- Good knowledge of customer administrative systems – REMEDY, TABS, MINSAT, EXCEL etc.
Other requirements
- Committed to common goals and values of the organization.
- Passion for customer satisfaction and service delivery
- A strong work ethic with positive attitude.
- Team Leader & Player: Independent, confident and objective
- Attention to detail/ excellent oral and written communication skills.
- Good presentation skills.
- Ability to maintain confidentiality at all times
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Job Description
- To plan, monitor and ensure achievement of customer and revenue market share objectives set for zonal operations by supervising/ influencing multiple teams to deliver operational excellence in network operations, customer service, channel management and market expansion
Responsibilities
Increase revenue earning customer net additions – Prepaid
- Identify and formulate zonal sales strategies to help Drive gross additions
- Monitor churn & grace periods
- Supervise health of acquisitions, compliance on activations,
- Oversee activating connections as per the stipulated turnaround times
Increase Revenue earning customer net additions – Postpaid
- Identify and formulate zonal sales strategies to help Drive gross additions
- Monitor churn & grace periods
- Supervise health of acquisitions, compliance on activations,
- Oversee activating connections as per the stipulated turnaround times
Achieve Net Revenue of the zone
- Identify and formulate Customer Service Development strategies to help drive Collections and Bad Debts performance of the zone
- Propose and drive VAS Up selling activities
- Drive the reduction of recharge turnovers and first bill churn & zero recharge
Deliver on Channel Satisfaction Score
- Implement the audit and review of channel partners & distributors to ensure Healthy ROI of
- Monitor the timely disbursement of claims to the market, regular trade servicing.
- Conceptualize, design and implement channel delight activities
Expand distribution Width and Depth
- Identify and formulate zonal sales strategies to help Drive Distribution across showrooms and Dealer Service Agents
- Ensure expansions to align to dimensioned number of Active Easy Charge Outlets
- Establish SIM Selling outlets and other categories of retail outlets as a % of Easy Charge outlets
Network Coverage & Quality
- Network Optimization
- New Sites ROI and deployment
- Follow through with ZTOs in delivering cell availability, quality of calls and reduction of outages at sites within Zone
Deliver Showroom Experience
- Identify and formulate Customer Service Delivery Strategies to help improve Customer Satisfaction scores
- Ensure provision of standard Infrastructure at Zonal showrooms,
- Ensure showroom employees are up skilled in industry training and certifications for the role
Achieve Employee Engagement scores in line with the Engagement target for the Business area
- Continuously motivating the front-line employees through leadership by examples
- Implement all action plans that will address hygiene issues etc. from engagement survey
DIMENSIONS
Financial Dimensions
- Budget:
- Revenue Earning Customer (Prepaid Nos.)
- Revenue Earning Customer (Post paid Nos.)
- Gross Revenue
Other Dimensions
- Team Size
- No. of direct reports
- No. of channel partners/ vendors
Qualifications
Educational Qualifications
- Bachelor’s degree in Management or related Social Sciences
- Masters in Business Administration would be preferred additional qualification
Relevant Experience & Functional / Technical Skills
- 10+ years of varied experience in Sales & Marketing with at least 2 years at middle management level handling independent businesses.
- Relevant experience in Telecom industry is desirable
Other requirements
- Result Orientation
- Great problem-solving skills
- Good communications skills.
- Good interpersonal skills
- Customer centric
- Sound understanding of Sales systems and Process
- Creative self starter
go to method of application »
Job Description
- To maximize revenue and subscriber acquisition (gross and net additions) opportunities in assigned territory through channel effectiveness (wholesale & retail), adequate recharge availability and implementation of planned sales & distribution and marketing strategies
Responsibilities
To achieve recharge sales target within state/area
- To ensure adequate availability of all recharge denominations in sub CP and retail points.
- To ensure channel partners are making stock available and distributing to their network of sub-CPs and retailers
- To achieve ERC, RCV and E-pin target in agreed ratios.
- Constantly identify opportunities for driving activation and recharge sales within territory.
Achieve Share of Gross & Net Additions (SOGA & SONA)
- Ensure full-fledged achievement of Gross Adds targets by driving market initiatives in assigned area.
- Effective management of direct activation teams and monitoring of CP bus activation activities.
- KYC Optimization at Trade level by ensuring adequate and functional deployment of KYC kits
- Drive KYC inactivity to nil
- Other initiatives to increase GAD including new site launch
- Ensure activation of Quality GADs in assigned area.
- Develop and implement activities that will increase SONA in assigned area
Decrement
- Implementation of customer driven activities (product launches, town storms etc) in assigned area
- Drive voice and data business performance by implementation of revenue generating activities and initiatives in assigned territory
Channel branding and visibility
- Ensure appropriate and effective outlet branding is carried out in line with the “look of success” within the territory.
- Identify visibility opportunities for Airtel brand within the territory.
- Ensure ITP increases and gives impetus to iCMS and iRMS
- Effective management of POS stock in warehouse to avoid damage, wastage and obsolete materials.
- Train Market Developers on POS deployment in line with “look of success”.
Distribution Infrastructure
- Recruit appropriate number of Retailers- RSOs, SSOs, ERCOs in line with scientific distribution requirements.
- Migrate all other retailers to become one stop shop SSOs and SSOs
- Maintain ratio of RSO(5):SSO(1) in line with scientific distribution.
- Maintain KYC infra ratio of 1kit:3 SSOs.
- Identify and recruit suitable sub channel partners in territory for effective product re-distribution
BTS Management
- Ensure constant CLS elimination.
- Develop subscriber acquisition and other marketing initiatives to drive revenue in CLS site locations.
- New Site Launch Plan and Distribution Preparedness.
- Effectively drive and manage target driven initiatives and projects
Industry Awareness/Competition Intelligence
- Effectively report competitive activities within assigned territory and implement adequate counter initiatives.
- Track on-going initiatives in Market
- Address or escalate any unusual competitor activity and sale support that may be a threat to performance of the business
DIMENSIONS
Financial Dimensions
- SOGA/ SONA
- Decrement
- Channel Satisfaction Score
- Active Sub CP channels
- RSOs/ SSOs
Other Dimensions
Direct reports: Market Developers
Qualifications
Educational Qualifications
- Bachelor’s in Social sciences, Marketing, Business Management, Engineering or Computer Science
- Master’s in Business Administration or Management will be an advantage
- Project management qualification will be an advantage
Relevant Experience & &Functional / Technical Skills
- 3+ years of commercial/ business management experience
- Team leadership experience
- 1 – 2 years of relevant experience in Airtel products
- Computer literacy
- Sales knowledge
- Product/ Service development
- Product/ Service management
- Interpersonal skills
- Customer orientation
Other requirements
- Committed to common goals and values of the organization.
- Passion for customer satisfaction and service delivery
- A strong work ethic with positive attitude.
- Team Leader & Player: Independent, confident and objective
- Attention to detail/ excellent oral and written communication skills.
- Good presentation skills.
- Ability to maintain confidentiality at all times
- Result Orientation
- Great problem-solving skills
- Good communications skills.
- Good interpersonal skills
- Customer centric
- Sound understanding of Sales systems and Process
- Creative self-starter
go to method of application »
Job Description
- To drive Business Analysis, Business Performance Reporting, Project Management in the area of planning, performance tracking and gap analysis.
- To coordinate regional Sales activities, liaising with ZBMs, HO sales support team on regional inputs and deliverables.
Responsibilities
Provide zonal and regional reports and analyses on daily/weekly/monthly pipeline sales
- Daily Sales Analysis, Reporting & Tracking
- Weekly Sales Analysis, Reporting & Tracking
- Monthly Sales Analysis, Reporting & Tracking
Provide reports on daily/weekly/monthly market development activities
- Daily Reporting and tracking of Market Impact Team activities
- Weekly Reporting and tracking of Market Impact Team activities
- Monthly Reporting and tracking of Market Impact Team activities
Provide reports on Regional Operations Performance
- To coordinate sales activities with other departments to ensure seamless correlation
To coordinate regional review meetings
- To coordinate with relevant departments to ensure the success of regional review meetings monthly or whenever they take place
To coordinate regional CP forums
- To coordinate with relevant departments to ensure the success of regional CP forums
Financial Dimensions
- Accurate and timely submission of reports
- Success of Market Impact Team activities
- Success of regional review meetings
- Success of regional CP forums
- Number of Distributors
Qualifications
Educational Qualifications
- Bachelor’s in Social sciences, Marketing, Business Management,
- Master’s in Business Administration or Management will be an advantage
- Project management qualification will be an advantage
Relevant Experience & &Functional / Technical Skills
- 10+ years of varied experience in Sales & Marketing with at least 2 years at middle management level handling independent businesses.
- Relevant experience in Telecom industry is desirable
- Excellent analytic, report writing and problem-solving skills
- Good understanding of business processes
Other requirements
- Result Orientated
- Excellent problem-solving skills
- Excellent communications and interpersonal skills
- Customer centric
- Sound understanding of Sales systems and Processes
Good presentation skills
Method of Application
Use the link(s) below to apply on company website.
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