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Monitoring and Coordination Specialist

Posting Country:  Albania
Date Posted:  23-Sep-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role Title: Monitoring and Coordination Specialist


This position is about managing and coordinating all issues impacting our Call Centers and our Customer.
•    Monitoring of the network, of the Call Center systems in order to prevent and resolve technical problems in a timely manner with an impact on operational performance and consequently on the Vodafone customer
•    Managing massive outages on Mobile and Fixed technology for all network and commercial services, for Consumer and Enterprise customer
•    Monitoring accesses and availability digital channels


Main Responsibilities
•    Monitoring operating KPIs, in order to improve the quality of the service provided by our Call Center
•    Acting proactively to avoid disservices and resolve those already in place, coordinating the operational tables with the Technical and Commercial structures for the appropriate recovery actions
•    Managing escalations to IT or Network department ensuring the right priorities
•    Engaging technical or product account, exporting the estimate impact about our customer


Education & Experience
•    Professional Experience in Commercial Operations or other technical operating group (minimum 2 years - preferred, not necessary)
•    Knowledge of Vodafone product and services
•    Italian – Fluently written and spoken (min B2 of CEFR standard)
•    English – Intermediate written and spoken


Skills
•    Teamwork and active interaction with other WAR Room Team/Staff
•    Smart approach to technical and Customer Excellence issue
•    Problem solving 
•    Comfortable interfacing with different audiences

Our 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.