Golden Opportunity for Graduates, Postgraduates at VI

Overview:

Vodafone Idea is hiring an experienced AGM – Collections (Outbound) at their Noida location. You will be managing outbound collections call centre & Partner and driving Retention & Collection from various outbound calling campaigns for assigned circles.

The complete details of this job are as follows:

Roles and Responsibilities

• Ensure assigned Circle KPI delivery on Overall Retention, Collections ,Bad debt and Churn
• Maintain Cost of  Collections & retentions within budget
• Ensure Churn, M0 collection, forwards flows are within Target.
• Manage National level collections projects as an when assigned
• Responsible for achieving key KPIs of  Retention, Collections, CSAT and Quality scores
• Partner management & regular outbound performance monitoring
• Building intelligence into outbound process to ensure least intrusive retention and collection process
• Standardization of process and replication of best practice for better customer experience
• Cross functional Engagement
• Proactive follow up on probable Barring and Suspension cases to avoid impact on Churn
• Focus on negative TNPS Score, Analysis and Key attention (FCR/FTR) for Collection, resolving complaints/requests with complete and precise resolution.

Qualifications and Experience

• Graduate / PG in any field
• Communication skills
• MS Office & Presentation Skill
• Exposure to customer retention role.
• Hands on experience of customer life cycle management.
• Collections Management (Collection expertise)
• Outbound collection process  through Dialler
• Sound analytical skills and strategic thinking
• Capability to influence cross functionally across circles under matrix structure
• Co-ordination with Retail and CS Team for Collection and Retention Related Cross Function activity

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