Vodafone Idea - AGM - Call Centre Analytics COE (6-10 yrs)

CC Analytics Team Member - CoE Job Level/ Designation - M2 Function / Department - Customer Service - Corporate / Service Partner Operations Location - Ahmedabad No of Positions - 1 Job Purpose - Generate and share insights from the Contact centre data sources (inbound/outbound/BO/Chat/SM) with all stake holders from time to time. - Generate insights in creating value addition, digital adoption, cost reduction and proactive addressing of customer issues. Key Result Areas/Accountabilities - Ensure all standard reports are designed, automated and periodically published - Developing useful insights with cross channel utilization - Develop and share insights on national and circle specific trends - Share analysis on the reasons for the calls and suggest proactive measures to address them - Share insights for digital enablement of customer requirements - Monitor system disruptions impacting operations and share insights - Track utilization of empowerments and suggest measures to improve first call resolution - Track & Publish Upsell & Payback trend on a Weekly & Monthly basis - Identify the frequently used- adhoc reports required by business teams and get standardised, designed and deployed Core Competencies, Knowledge, Experience - Ability to work on MIS and BI tools - Sound knowledge of MS-Access/Excel - Strong analytics capability to integrate multiple data sources and derive inferences - 6 - 8 years of relevant experience in Analytics - Must have technical / professional qualifications - Graduate/Postgraduate - with 6-10 years of relevant experience with 3-4 years in telecom domain - Good Analytical Skills