Lead Mass Experince-kharadi-Pune

#BAL

JOB DESCRIPTION

Born in 1995, Airtel aims to offer global connectivity and unlock endless opportunities. Our presence is positioned to serve nearly 96% of the nation's population with infrastructure to sustain cutting-edge technologies such as 5G, IoT, IQ, and Airtel Black. At Airtel, we strive to go beyond our duties to create impactful solutions for consumers, while also preserving the ecological balance.

We create impact, take early ownership, and experiment with different career paths as part of our cultural fabric. Here’s what you will get to experience as an Airtel employee:

Limitless Impact:

You get to make a difference to internal and external customers by taking small and big ideas to success and therefore leaving footprints at the scale of billions. And beyond.

Limitless Ownership:

You get to go above and beyond to take responsibility, challenge the norms and take risks to create big things in more ways than one.

Limitless Careers:

You have the freedom to imagine, and an open canvas available to you to experiment and implement new ideas to gain depth and breadth of experiences.

So come join us, and #BeLimitless. Because you are.

Job Details

Job Title Lead – Mass Experience

Designation Lead

Job Code

Function B2C CE

Sub-Function CE

Location Circle

Level/Grade Manager

Position Description

The purpose of this role is to manage the development and implementation of strategies to enhance the overall customer experience for the prepaid market segment. The role is required to drive customer satisfaction and loyalty through innovative solutions and excellent service delivery.

Organizational Relationship

Reporting To Circle CE Head

Total number of employees supervised by you DIRECTLY or INDIRECTLY

Managerial Individual Contributors

Directly - 1

Indirectly - -

Key Responsibilities & Accountabilities

Mass Value Strategy Development

Improve prepaid customer experience by driving digital penetration and sharing regular feedback on digital enhancement.

Proactively improve the processes which can be driven from circles like network tracks for field and non-field, D2C, Circle Marketing etc.

Identify various key touch points and drive call listening and focussed group discussions at these touch points.

Ensure segment-wise CLM ownership to ensure committed benefit is given to the customer on time.

Interaction Reduction

Reduce customer interactions by ensuring a seamless customer experience. There must be a 30% customer interaction.

Reduce interactions with customers having repeat issues by conducting a weekly repeat analysis and sharing an action plan which will prevent such issues from occurring again. There must be a 25% reduction in repeat customer interaction.

Churn Reduction

Ensure MNP churn reduction. There must be a 10% monthly reduction from the MNP port out.

The bundled churn must be less than the pan India average.

Customer Retention

Strategies like proactive servicing of repeat callers, vernacular verification by a chatbot etc must be implemented to ensure customer retention.

The MNP retention must be greater than the pan India averages and in turn ensuring greater ROI.

E-Sim Penetration

Strategies must be developed and implemented to enhance e-sim penetration which in turn improves customer experience and convenience.

Cross Functional Collaboration

Collaborate with cross functional teams to close on issues and develop solutions.

People Management

Monitor and review performance of team members on an ongoing basis and provides requisite inputs to groom team members for higher responsibilities.

Provide developmental support to team members through various trainings that caters to the organizational need.

Reduction in interactions through data analysis, gauging customer behavior & recommending process enhancements.

Enhancing end to end journey to reduce interactions generated from various touchpoints like call center, App, IVR & non voice modes, other internal groups.

Driving self care mode adoption through changes in DT scenarios and communicating self-help (App / USSD) features to frequent callers

Handling escalation from all touch points

Managing and finding ways to retain customers

Knowledge, Certifications and Experience

Education Qualification Graduate/Post-graduate

Total Experience 8 - 10 years of experience with relevant experience in telecommunication industry

Certifications required (if any)

Key Interactions

Internal / External Stakeholders

(Internal means – External to the department and internal to the organization; External means – External to the organization)

Internal Cross Functional Teams

External Prepaid Airtel Customers

Skills and Competencies

Technical Competencies

Proficiency in Service Provisioning

Understanding of Telecom Trends and Technologies

Strong Analytical Skill

Stakeholder Management

Leadership and Behavioural Competencies

Customer Obsession

Collaboration and Influence

Ownership Mindset

Learning Agility

Navigating Change

Execution Excellence

Leaders Building Leaders