You will be taken to Vodafone Idea Ltd.’s own careers page to apply. Job ID 1435584233.
Job description
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.
We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.
VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.
VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
VIL is an equal opportunity employer committed to diversifying its workforce.
About Vi
Vodafone Idea Limited (Vi) is one of India’s leading telecom service providers, formed through the merger of two of India's much-loved brands, Vodafone and Idea, and is a partnership between the Aditya Birla Group and Vodafone Group.
With over 200 million customers and a pan-India presence, Vi delivers seamless voice, data, and digital experiences through its robust 4G network and expanding 5G footprint. We are building a future-ready digital ecosystem powered by AI-led technologies, mobility solutions, and enterprise offerings—enabling individuals and businesses to stay connected, productive, and ready for tomorrow.
At Vi, customer-first innovation, network excellence, and digital transformation are at the core of everything we do.
Job Purpose
The FLCC Manager governs Vi's Fixed Line Contact Centre (FLCC) — a PAN-India centralised operation based in Pune — managing the outsourced partner responsible for first-level incident management, SLA delivery, and customer experience for enterprise fixed line accounts. This role ensures TNPS above 90, MTTR adherence across service tiers, repeat fault rates below 1.10%, and drives process documentation and digital tool deployment to continuously improve FLCC quality and reduce cost-to-serve.
Key Accountabilities
Technical / Functional
1. Govern FLCC partner operations — ensuring SLA delivery and incident management quality across the enterprise fixed line base
a. Monitor and drive MTTR performance within contracted targets: SA Top 50 at 160 min, ISP at 120 min, Voice at 210 min, Premium at 150 min
b. Validate KPI data calculated by the partner team and correct MIS reports as per defined frequency and accuracy standards
c. Analyse outliers and execute improvement plans with the partner against scope-specific gaps in the incident management process
a. Identify high-volume, low-complexity transaction types suitable for digital deflection or self-service
b. Work with the IT and digital teams to deploy tools that automate or eliminate FLCC contacts for these transaction types
c. Track volume trends monthly and ensure reduction trajectory is on plan
5. Lead process documentation and digital enablement for the FLCC scope
a. Document a minimum of 30 FLCC processes within the FY — creating a structured, auditable process library
b. Coordinate with ENOC, Circle, and technical service managers to streamline cross-functional handoffs and reduce customer escalations
c. Ensure zero escalations for unmanaged incidents through zero-waiver governance and strict partner SLA enforcement
Key KPIs
1. TNPS — TNPS score for customer survey responses on unmanaged incidents — >90
2. Partner SLA / MTTR — Mean Time to Restore all the service down issues within defined SLA
3. Repeat Fault Rate & SA CMI — Repeat incident rate to reduce the number of circuits giving repeated faults per month; Customer Milestone Indicator — number of incidents resolved within defined SLA should be 85%
4. Partner Cost Efficacy — YoY reduction in FLCC transaction volumes — 5% YoY reduction resulting in manhour reduction
5. Process Documentation & Partner Control — Processes documented within FY, all the existing processes should be updated and new processes SOP should be completed
Technical/ Functional Skills and Competencies
1. Fixed Line Contact Centre Operations & SLA Governance | Level: Advanced
2. Enterprise Fixed Line Products — ILL, MPLS, NPLC, IPLC, PRI, SIP, TFS, Dark Fibre, Hybrid SDWAN, Super Wifi | Level: Working
Behavioural Skills and Competencies / Traits / Temperament
1. Customer Focus — Drives every FLCC process decision through the lens of enterprise customer experience — TNPS, MTTR, and repeat fault elimination
2. First-Time-Right Approach — Builds zero-waiver governance and partner controls that resolve incidents correctly the first time and prevent escalation
3. Accountability and Ownership — Takes personal accountability for FLCC SLA delivery and TNPS outcomes — does not deflect to the partner or circle teams
4. Analytical Thinking — Uses MIS, MTTR trend data, repeat analysis, and TNPS driver reports to identify improvement opportunities and govern partner performance
5. Stakeholder Management — Manages a complex stakeholder set — ENOC, Circle technical managers, partner leadership, and enterprise customers — to maintain seamless FLCC operations
Leadership Skills
1. Execution Discipline — Converts contractual KPIs into daily partner management routines — MIS validation, SLA tracking, escalation governance — with zero slippage
2. Partner and Vendor Management — Holds the FLCC outsourced partner accountable to contractual KRAs through structured review, performance consequence, and capability building
3. Cross-Functional Coordination — Drives resolution of incidents and systemic issues by orchestrating ENOC, Circle, and technical service teams without formal authority over them
Job Specifications
Minimum Education Qualification
Graduate / Post-Graduate in Engineering — Electronics, Telecommunications, or Computer Science preferred. Six Sigma (Green Belt or above) certification preferred. ITIL Foundation certification strongly preferred for incident and service management governance. Project Management certification (PMP) advantageous.
Years of working experience
Minimum 8–10 years total with at least 4 years in enterprise fixed line contact centre operations, incident management, or telecom service delivery — including partner/vendor management experience. Hands-on experience with Fixed Line products (ILL, MPLS, NPLC, PRI, SIP, TFS) and MTTR-based SLA governance required.
Business Exposure
Telecom industry — enterprise fixed line service operations or contact centre management strongly preferred. Exposure to: FLCC or NOC-level incident management, MTTR and FTR governance, TNPS measurement, outsourced partner management, quality audit frameworks (QnT), and digital deflection / self-service initiatives. Experience in a centralised contact centre operation with PAN-India scope preferred.
Vodafone Idea Limited (formerly Idea Cellular Limited) An Aditya Birla Group & Vodafone partnership
