Customer Ops. Business Partners Senior Manager

Vodafone Telekomünikasyon A.Ş

• BSc. degree in Business Administration, Industrial Engineering or similar fields
• Minimum 10 years of experience
• Highly experience in Customer Services organizations
• Strong leadership qualities
• Significant knowledge and experience on Call Center Management
• High level knowledge of Call Centre technical components
• High level knowledge of Local and Global Outsourcing Market
• Commercial awareness with a customer service
• Financial awareness
• High level knowledge of Contract Management
• Project Management, Presentation and Budget Planning & Control significant experience
• High level of English
• Proficient in MS office applications

İŞ TANIMI

• To coordinate and integrate the outsourcing projects related to the customer services’ strategic priorities  and manage the Call Center partners which have more than 500 + Customer Services Representatives volume.
• To supply the input for building and realization of execution the outsourcing strategy of Customer Services ( Fixed & Mobile )
• Select relevant partners for different kinds of outsourcing activities
• Build and manage all relationship and contracts with partners
• Align with Customer Services strategy
• Involve with VF Group for best practices and benchmarks
• Manage an annual budget of 10-15 million TL
• Manage the Call Center partners which have more than 500 + Customer Services Representatives volume.
• Manage the outsourcing teams to support current operations
• Develop partner performance both on the quantative and qualitative terms
• Explore and implement new ways of outsourcing models
• To coordinate building the infrastructure,  standarts and KPIs to manage these outsourcing functions integrated with Consumer, Enterrprise and Backoffice operations
• Lead the outsourcing projects while focusing on integration with IT & HR & Network
• Work with Customer Services Development Team for the smooth roll-out and integration of current operational measures for:

• Develop a team to manage the daily operational support for the outsourcing partners
• Coach the team to monitor the daily performance and help resolving critical problems.
• Support and optimize the team for day to day activities