I started as an operations engineer in VOIS and now working as DGM.
There is no bar to your growth if you perform good. Management had identified and acknowledged my key strength of customer / stakeholder and people management promoted me as an onsite team manager to manage a team of 16 advisors. After successfully managing this, i was given an opportunity to build a team of 25 members from scratch for new a transition. Post managing this team and improving customer experience, there were new teams added into my portfolio every 2-3 years. As i write this, i am currently managing span of 140+ team members spread across multiple teams catering to different sector of customers.
Managing multiple customer facing teams delivering high TNPS.
I manage 4 different customer facing teams catering to SOHO / SME / Large / Foundation customer base for the UK market. We support both Mobility and fixed line customers who raises their incidents / service requests via different channels (Call / Chat / Email). Teams are doing a fantastic job by delivery higher TNPS of 85+% and FCR of 79%.
It has been good 18 years i am working with Vodafone/ _VOIS, and working in customer facing teams gives you a new challenge every day, which keeps an individual motivated to go over and beyond for the customers and deliver better customer experience.
I am pretty satisfied with my job.
Every day is a new challenge
I like to interact with the people, especially the customers and stake holders, as i love to take ownership and resolve any issues they have with our services and improve their experience with Vodafone, in return we get their loyalty, which is one of the spirit of Vodafone (Earn Customer Loyalty).
I love to work with people(Get it done together) to achieve larger goal / Vision of Vodafone.
I love to take challenges which enables you to think out of the box and work on a solution (experiment and learn fast).
looking at opportunities to automate to improve EXX and CXX (Create the future).
Combination of both Hard and Smart work will pave your way for growth.
There are immense opportunities to grow in _VOIS, there are no limitations to ones experience / back ground. As long as you have zeal to learn and attitude of going extra mile for the customers, you will grow faster. You name the technology / function / department and we have that in our organization, starting from IT service desk to a 3rd line IP engineer, or change /config / service management etc.
While i manage the front office teams (Customer facing advisors), i had team members who had cracked IJP in various teams (Cyber Security / Service Management / IT Service Management) etc.
