Realtime Monitoring Snr. Specialist

Vodafone Telekomünikasyon A.Ş

Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world. Vodafone is strongly committed to lead the digital transformation in the Turkish Market, where the company has been operating and investing heavily since 2006.

• Graduate from Business Administration , Industrial Engineering , Economics
• At least 3  years  experience
• Excellent Comment English
• Excellent command in MS Office Programs (sql and Excel VBA  knowledge is an asset)
• A good knowledge of research is must
• Strong analytical and problem solving skills involving significant and detailed analysis / interpretation,

We are seeking a Realtime Motinoring Sn.Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Planning and Contract Manager  of  Vodafone Turkey.

• Monitors  Contact Center Workload , skillsets , self care channels  and digital channels
• Takes corrective actions in case of an unexpected call volume increase in coordination with account managers.
• Analyzing intraday system problems and calculating what effect on Service KPIs
• Optimize agent utilization and control operational costs.
• Come up with new ideas, look for opportunities proactively to develop further improvements.
• Opens system case and informs operations, take necessary actions for min negative impact of failures.