Customer Operations Planning Senior Specialist

Vodafone Telekomünikasyon A.Ş

• Experience in related field (3+ years)
• Excellent Comment English
• Very good command in MS Office Programs
• Experience in Planning and Operations field 
• Balanced perspective on operational outcomes and financial constraints
• Strong Analytical Thinking
• Good knowledge on CC Innovations and Technologies
• Strong communication and presentation skills with the ability to effectively communicate to an influence stakeholders
• Results-driven and delivery-focused

İŞ TANIMI

• Forecasting short-mid-long term call volumes of each inhouse call center and back office departments
• Tracking  productive minutes for each organization , taking actions to increase inefficient organization’s output.
• Responsible for Call Center Headcount and Resource Planning
• Taking short-mid-longterm precautions in terms  of under/overstaffing 
• Analyzing cost and revenue metrics to reach highest efficiency level possible.
• Analyzing intraday system problems and calculating what effect on Service KPIs
• Ensure that VF HSE&W procedures are implemented and works carried out in compliance with local HSE regulations.
• Ensure that work associated risks are assessed and reduced so far as is reasonably practicable
• Comply with VFTR’s information security policy, standards and procedures, available under Intranet / Corporate Security Library,
• Report all suspected security and/or policy breaches, potential security risks to VF TR Corporate Security,
• Protect VF TR’s information assets from unauthorized access, disclosure, modification, destruction or interference,
• Protect user accounts and associated passwords , and accept accountability for any actions performed via usage of those accounts.
• Ensure that VFTR  BCM policy /standard ,procedures ,plans  implemented and works carried out in compliance with   BS 25999 -2:2007  Standard 
• Ensure that BCM  risks are assessed and mitigated  so far as is reasonably practicable in VFTR  Business Continuity Management System (BCMS)
• Ensure VTR BCMS by planning, establishing, embedding, implementing, monitoring, reviewing, maintaining and improving within VFTR