Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.
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VIL is an equal opportunity employer committed to diversifying its workforce.
Role
AGM – Customer Service Operations (TrvlPass)
Job Level / Designation
M2/AGM
Function / Department
Customer Support for Digital Partnerships
Location
Corporate Office, Mumbai
Context for the new role
The role is responsible for managing end-to-end customer service operations for Vi’s new division for International roaming across live agents and chatbot operations, both developed and operated by external agencies. Based at Vi, the role ensures structured execution through process governance, agency management, internal team supervision, and CSAT/NPS ownership. This includes constant coordination with internal functions (product, tech, legal, marketing) and vendors to deliver a seamless and scalable service experience.
Proposal
We propose the creation of an Assistant General Manager – Customer Service Support and Operations role to support Vi’s strategic agenda for the new division under International Roaming.
Job purpose
To lead and manage customer service support and operations. The role ensures service excellence, process alignment, agency management, stakeholder management, and continuous improvement of support systems to enhance customer satisfaction and operational efficiency. Manage the MIS and the entire reporting for TrvlPass
Key Result Areas / Accountabilities
End-to-End Service Ops:
Oversee live chat and chatbot support, ensure day-to-day delivery by agency partners, and manage internal CS supervisor.
Chatbot Governance:
Manage FAQs, workflows, escalations, fallback journeys with agency; track metrics like containment, drop-off, bounce
Vendor Oversight:
Run regular reviews, drive SLAs, track performance dashboards, and ensure RCA closure for escalations
Internal Process Alignment:
Define SOPs (refunds, subscription issues, failures), ensure internal readiness, and training documentation
Escalation & Feedback Management:
Handle priority escalations and VIP cases; govern feedback loops and incorporate service learnings.
Tool & Licensing Control
Oversee chatbot/tool licensing, API usage, renewals; align with legal, tech, procurement teams.
Performance Metrics
Track and drive improvements in CSAT, NPS, FTR, AHT; align on insights with cross-functional teams
Key Performance Indicators
Customer Satisfaction Score ( CSAT)
First Contact Resolution (FCR)
Chatbot Deflection Rate (CDR)
SLA Compliance
Average Resolution Time (SRT)
Core Competencies, Knowledge, Experience
8–12 years in customer service, with hands-on experience managing outsourced live/chat support.
Strong grasp of CSAT, AHT, escalation handling, SOPs, RCA & ticket governance.
Working knowledge of platforms like Freshdesk/Zendesk, Yellow.ai, basic API understanding
Experience working cross-functionality across tech, product, legal & marketing
Comfortable with dashboards, reports, drawing insights from user and support data.
Must have technical / professional qualifications
Graduate (mandatory), MBA preferred
Strong vendor governance and service mindset
Excellent communication, structured thinking, escalation handling
Prior experience with digital-first or platform businesses preferred
Industries to look from
Digital Platforms, Telcos, Aggregators, BPOs, TravelTech, eCommerce, International Platforms, eSIM startups
Ideal Organizations to look from
Airtel IR, Jio IR, Vodafone UK, MMT, Skyscanner, Teleperformance, Haptik
Team Size
NA
Business Size
NA
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
