www.airtel.in Bharti Airtel Ltd Delhi : Voice process manager

[Admin]

http://www.airtel.in/

Airtel comes to you from Bharti Airtel Limited, India 's largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU's) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 94 cities. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand.

Designation Manager - Voice

Job Description
The role is responsible for managing a team of CRMs/ CREs (for both company-paid and self-paid accounts) and maintaining regular contact with the AES customers to ensure high customer satisfaction. This involves ensuring field visits by the CRMs/ CREs, to the customers based in specific locations, on receiving voice-related complaints and coordinating with the appropriate AES resource persons to provide quality resolutions within TAT. Further, the position is also required to build relationship with the Platinum / Gold customers, proactively identify customer problems by obtaining regular customer feedback, inform the customer about the new services/ products being launched by AES and thus, control the customer churn. The role requires a broad understanding of telecom/ IT technology applications in addition to an overview of all businesses – mobility, access and data – and how they relate to one another. The key challenges for the role will be to Handle difficult key customers and meeting customer expectations. Ensure incorporation of customer feedback in the respective service domains. Retaining customers by practicing effective and regular relationship management

Desired Profile
1. Achieving targets on : - Service failure cost - QoS levels of customer visits - Customer satisfaction indices - Churn management - Relationship management with key customers
2. Minimizing customer complaints and escalations esp concerning recent product/ sevice launches
3. Timely & accurate updation of customer database
4. Adherence to SLAs
5. Internal audit compliance scores
6. Quarterly NFP parameters
7. Minimizing attrition

Reducing service failure cost through identification of critical points in service delivery and ensuring their effective and smooth functioning Effectively understanding Platinum/ Gold client complaints through field visits to customer, preparing summary of needs captured, coordinating with the MO/ FL factories and service engineers to ensure effective complaint resolution, within designated TAT, as per the established SLAs. Providing first bill explanation to the key clients Minimizing customer complaints and escalations through effective complaint closure within TAT by the Voice Coordiantor/ CREs Focusing on effective service delivery especially for new products/ service launches Holding service camps for self paid customers Ensuring high QOS levels for each customer visit to key customers. Updating Platinum/ Gold customers on product/ service changes and new service launches Identifying churn susceptibility among customers and employing appropriate customer retention strategies. Limiting churn within identified large accounts Escalating the issue to superiors if required. Ensuring customer satisfaction through accurate understanding of customer needs Regularly seeking feedback from the Platinum/ Gold clients on the service provided to ensure effective complaint resolution Educating the key clients on the processes and services related to customer service to ensure that the client queries related to processes and services is minimized Ensuring customer accessibility to customer support and help services. Recruiting good-fit employees Providing feedback and evaluating performance and recommending changes in employee status and compensation as appropriate. Minimizing attrition among team Timely reporting and meeting of NFP parameters Entering/ updating information about new/ old customers in the given application/ database. Weekly/Monthly / Quarterly trackers on status of each client problem Ensuring team knowledge of product, processes and applications Reading technologies updates forwarded from data agencies. Attending new product and applications trainings.

Experience 6 - 7 Years
Location Delhi

Bharti Airtel Limited
(A Bharti Enterprise)
Qutab Ambience (at Qutab Minar), Mehrauli Road,
New Delhi - 110030
Tel. No. : +91 11 4166 6000
Fax No. : +91 11 4166 6011/12

List of vacancies here:
http://www.airtel.in/wps/wcm/connect...irtel/careers/

[RAVI JAISWAL]

SIR,
I despiratily need a job in call center.I am pursuing 2nd B.com(hons.) from Callcuta university.

[Arun kumar singh]

Dear , sir

I Arun kumar singh.i m gradute B.com. n in have advance diploma in computer hardware n networking engg. n now at this time i m doing job in MTNL Delhi as Broadband n tecnical saport engg. in NOC (network opreting center).
sir i m serching new job in MNC compney . So plz help me

Arun kumar singh
9990642694
E- mail ..( akumar.singh8 AT rediffmail.com )

[Gurharpreet]

I am graduate and diploma holder doeacc A Level

[Tanmaydey]

Hi, I m Tanmay and i would like to do job in call centre...;
Age:- 17
Education qualification:- pursuing 12th from NIOS.
Language known:- English. Bengali, Hindi..
Skills:- Good communication skill, convincing skill, can do work on word,excel.powerpoint.
Contact no.:- 9582116853

[Guest]

RESUME
RACHNA GARG
Email : rachuyellowrose16 AT gmail.com
: rachu_garg16 AT indiatimes.com
CAREER OBJECTIVE :-
To become an expert in industry with the help of accumulated knowledge, team work & working in a more systematic manner.
- I have ability to interact, work in teams & produce results in a goal-oriented fashion to make overall growth of the company.
- Welcome challenges and make it successful.
- Positive Attitude.
- Believes in 3-D principle i.e. Discipline : Determination & Dedication.
PROFESSIONAL SNAP SHOT
- Done Master of Business Finance (M.B.F.) from Gurukul Kangri University, Haridwar, in the year 2004.
- Done one year Fashion Designing from Gramya Jan Sava Sansthan, Roorkee in the 2000.
EMPLOYMENT DETAILS WITH JOB PROFILE
- Dec2010 to till now Mothers pride Junior, Business Manager
Kushambi, Ghaziabad
- July 2009 to Oct 2010 Cyno Pharmaceuticals Ltd, Business Development
Delhi. Manager
Job Profile :-
* Maker New Franchisee
* Handled New Queries
* Updates Daily Report
* Taken Order to franchisee.
- Nov 2008 to June 2009 HDFC Bank, Team Manager
Delhi.
Job Profile :-
* Handling Team
* Dispatch Forms
* Updated Daily Sales Report
* Handle New Queries
* Trained New Team Members
- June 2004 to July 2007 was running own Boutique in home town, Roorkee.
Dec 2006 to March 2007 Little Scholar School Teacher
Roorkee
July 2007 to Jan 2008 Kendriya Vidyalaya No. 1 Teacher
Roorkee
ACADEMIC QUALIFICATION
- Passed M.A. (Sociology) in the year 2002 from C.C.S. University, Meerut.
- Passed B.A. (Arts stream) in the year 2000 from C.C.S. University, Meerut.
- Passed Intermediate (Arts stream) in the year 1997 from U.P. Board.
- Passed High School (Arts stream) in the year 1995 from U.P. Board.
PROFESSIONAL PROJECT AS A PROJECT TRAINING
Organization HDFC Bank, New Delhi
Duration Two Months, May 2003 to June 2003
Nature :-
During my training & prepared training report on the topic.
“MARKET STUDY FOR LOAN AGAINST SECURITY”
IT SKILLS
* M.S. Office
- Internet
* Tally
EXTRA CURRICULAR ACTIVITIES/ HOBBIES
- Passed Intermediates Grade Drawing Examination from Govt. of Maharashtra in the year 1999.
- Participated in Health Camp’s.
- Participated in Pulse Polio Programmers.
- Participated in Lalit Kala.
- Participated in College activates as a Perfect.
- Participated in Dandia Dance.
- Won prizes in competition :-
- Deepawali Card’s competition.
- Adult Education Poster Competition.
- Aids Poster Competition.
- Rangoli Competition.

[Guest]

My name is Sumana. I am pursuing graduation from IGNOU as well as working with Aircel. but now i would like to change my job and want to work with Airtel so kindly assist me where can i apply for same.