Customer Services Operational Improvement Manager

  1. Full Time
  2. Contact Center
Posting date:09 Jan, 2019
We are seeking a Customer Services Operational Improvement Manager with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Partner Manager of  Vodafone Turkey.
  • SPOC for IT and Process Teams.
  • Design and develop agent desktop tool in coordination with Agile teams. 
  • Provide feed back and ensures ımprovement of agent information sharing systems. 
  • Search for new technologies for agent development.  
  • Develops and manage the team of “Customer Services Operational Improvement” 
  • Optimize these projects to ensure that everything goes according to plan and ensure that the operations are using these projects
  • Focus on the productivity and impact of the referred operations by analyzing these.  
  • Decrease the fault rate by human hand by taking part in collaboration with IT to automize processes. 
  • Ensure the  authorization processes of the outsource employees 
What is it like to work at Vodafone? 
Working at Vodafone is all about helping people feel ready to benefit from new technology, bring the future to even the most remote places and thinking about technology that doesn’t exist yet. 
Here at Vodafone, we do amazing things to empower everybody to be confidently connected, that could be anything from providing superfast network speed for smartphones to making people’s lives easier with mobile payment, streaming music & video and connecting devices through internet of things. 
Vodafone is a place where you can bring your whole self to work as you start your career.
  • Excellent level of Logic, Analytical and Critical thinking capabilities
  • Excellent attention to detail as well as seeing the big picture
  • Excellent data interpretation skills
  • Strong people and team communication and coordination skills
  • Strong follow-up skills and ability to balance priorities, work under pressure and challenging targets
  • Works effectively in changing environment
  • Customer focused
  • Ability to take personal accountability and ownership for key decisions and initiatives
  • Project management experience is a plus
  • University graduate, preferred with statistical background
  • Ability to source, analyze data and use related tools (Excel, Business Objects)
  • Minimum of 3 years customer data analysis and modelling or 5 years working with numerical data experience

Life at Vodafone

James "Vodafone changed my life"

Meet Mel, LGBT+ friend