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Consumer & 3rd Party Customer Care Manager

Posting Country:  Hungary
Date Posted: 
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Join Vodafone Hungary and build a better tomorrow!
We are looking for a
 Consumer & 3rd Party Customer Care Manager
for our COPS Team


#Vodafonelife

 

At Vodafone we connect everybody to live a better today and build a better tomorrow. It is the future we have in our mind when we see the speed of technology development. There is so much creativity across the technology industry that the speed of change is increasing. We embrace the opportunities of the future and work proactively to make good use of technology. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.

 

Your place in the team

 

Develop and execute a Customer Care strategy to achieve unmatched customer experience for Consumer and SOHO customers. Upline leader responsible for Consumer Contact Center front and back office, complaint handling, handset insurance, mobile number portability, digital care, and site administration and support. Oversees multiple Contact Center locations as well as manages 3rd party outsourced contact center provider.
Continuously drives the Customer Care teams to improve cost efficiency and customer experience. Encourages innovation and operational excellence and champions radical simplification in Customer Care to reduce complexity, frequency of contact, manual workload, increase speed and quality of service, and steer to digital channels like self-care or mobile application.

 

You will be involved in the following tasks

 

Strategy and operational delivery

 

•    Define Consumer & SOHO Customer Care strategy and execute it for these segments
•    Manage the daily operations of the Consumer & SOHO Call Centre and the Back Office
•    Build and manage a KPI dashboard with daily, weekly and monthly reports
•    Define, drive, and support business improvement programs to raise operational excellence, level of automation, customer satisfaction and loyalty
•    Implement Call Centre and Back Office operational processes for converged operations, review and improve them

 

 

Manage integration

 

•    Responsible for integration of newly acquired organization and capability building for converged operation
•    Selection, recruitment and development of the integrated organization
•    Delivery of synergy targets defined in Integration business case

 

Call Centre

 

•    Lead team to answer consumer and SOHO inbound calls, make modifications and resolve different types of complaints, take improvement actions
•    Create and maintain customer history to achieve full customer view

 

Next Best Activity

 

•    Keep a strong NBA performance to maintain high Xsell or Upsell activity during incoming calls to increase Customer Care revenue results
•    Share information in order to take corrective actions

 

Selfcare and process improvements

 

•    Promote selfcare among customers to achieve increasing use
•    Push selfcare internally, monitor progress
•    Monitor customer care operational processes, review and improve them

 

Account Support & Mobile Number Portability & Document Handling

 

•    Execute service modification requests coming from the shops, the call center and the online channel
•    Secure complete consumer contracts by quality checking
•    Ensure all defects in customer care systems reported daily are corrected within the agreed timeframe
•    Provide mobile number portability (in and out) for consumer customers
•    Keep service level according to regulations of number porting
•    Make sure all documents sent to customers are high quality
•    Ensure all faxes sent by customers are registered

 

Relationship management

 

•    Select and establish commercially successful relationships between Vodafone and it customers & vendors (including 3rd party customer care, contracted permanent and temporary workforce)
•    Responsible for vendor relationships in Vodafone’s Customer Care: commercial negotiations, contractual frameworks, management of regular communication and relationships – to achieve targets and ensure that all providers and vendors provide great customer experience and are compliant with Vodafone policies
•    Maintain regular communication with 3rd parties to maximise their performance (e.g., key meetings, reviews, 1:1 discussions)
•    Monitor operations of 3rd parties, negotiate/implement changes to the contractual frameworks based on Vodafone’s changing requirements, objectives
•    Create action plans with 3rd parties, make changes if necessary to achieve best performance

 

People

 

•    Recruit, manage, train and motivate direct reports according to company procedures, policies and employment law
•    Develop a service oriented culture within Customer Care where people work together for the benefit of our customers
•    Increase the employee engagement index for the team
•    Develop and operate an individual and team level motivation system
•    Develops talent and encourages them to take growth opportunities
•    Acts as a key Vodafone leadership team member, contributing to the broader business and commercial agenda
•    Leads and manages the Consumer & SOHO Customer Care team, ensuring the team has clear priorities and direction and are motivated
•    Keeps employee engagement index in line with identified targets
•    Provides inspirational leadership & coaching to deliver an aligned, motivated and extremely successful Customer Care team

 

We are looking for you if you have

 


•    Decent experience in Customer Care, especially in telecommunications
•    Excellent analytical and strategic skills and focus
•    Good interpersonal and influencing skills
•    Excellent presentation, written and verbal communications skills
•    A team player, able to lead and motivate a team
•    High levels of self-motivation, initiative, can do attitude
•    University or College degree

 

Diversity and Inclusion

 

Vodafone is a company that values diversity. We believe that we can operate more successfully and effectively with diverse teams. Our aim is to build a culture where no one will be discriminated based on either their gender, age, cultural background or sexual identity, orientation. Vodafone is committed to support LGBT+ people at work.

The future is exciting. Ready?
 

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.