Manager Job Vacancy in Idea Cellular, May 2010
Job Title: Manager/Sr. Manager- Service Excellence (SD)
Job ID: 13691
Location: Jaipur
Full/Part Time: Full-Time
Regular/Temporary: Regular
Job Location - Jaipur
Zone – Jaipur
State – Rajasthan
India
Experience: Minimum 8 – 9 Years of experience in relevant field
Qualifications: Post graduation professional/MBA
Mandatory Skills: Analytical Skills, Ability to communicate effectively, Team Management, Interpersonal Skills
Responsibilities
Process checks:-
To ensure adherence of standard operating procedures (SOP) by all verticals (Call center, customer relations, Collections, Response, show rooms, activations & Training & quality, which is prepared by corporate office.
Training checks:-
To ensure all the call agents in an out sourced call ceneter are properly trained on the products, processes, systems, & call handling..
Quality checks:-
To ensure periodic checks to happen for professional telephonic behavior at call center response (By Barging), for out source agencies as well as in house also.
To ensure face to face quality of interactions at CCC/ show rooms through professional interaction behaviour.
To ensure quality of business communications with customers thru professional mail behaviour.
To give feedback & implement corrective actions based on the quality check observations in all the above areas.
To drive the knowledge management intiative through quizs, & regular updation of knowledge management portals.
TQM drive:-
To create an awareness on six sigma intiative among all the employees irrespective of level & department through in imparting training, mentoring in the green belt, yellow belt projects.
Reporting To: Functional Head ¿ SDQ
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