Deputy Manager - Team Lead - Pune (SP)

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

• Managing complex Fixed HBB Pune for VF UK Business.
• Driving Key performance KPIs related to Customer Experience, Productivity, Compliance and Efficacy Own WBR with partners and Internal stakeholders
• Review capacity planning and delivery on periodic basis and provide inputs to Planning teams
• Review and identify learning and development opportunities for teams
• Responsible for leading Stakeholder Management Meetings and ensuring the consistency and integrity of Reporting
• Drive the culture and Vodafone spirit values – Leading by example
• Would be dealing with Complex Fixed Voice teams, driving continuous improvement for fixed products along with liaising with the product teams and partners
• Finding out of the box resolution for persistent call driver and working on improving TNPS and FCR
• Lead a team of agents, inspiring a culture of excellence, accountability, and continuous learning.
• Foster an inclusive and motivational work environment that encourages employee growth, job satisfaction, and retention.
• Identify high-potential employees and establish talent development programs for future leadership roles

Managing Span of ~20

Responsibility for overall Fixed HBB maintain +98% KPI dashboard (NPS, FCR,AHT,Resource Delivery,Tool usage,etc.) and +95% on OKRs (Attrition, Lost Hours, Schedule Adherence, Shrinkage, efficiency, etc)

Continue to have engaged and connected environment in team measured through People Survey, Spirit beats and Pulse surveys

Stakeholder Management and driving desired results on partner survey

Resource/Capacity planning to ensure optimum FTE count to avoid revenue leakage or deficit

Ability to work in a fast-paced and dynamic environment

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.