Customer Services Partner Mng. 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.

• University graduate
• Between the ages of 24-32,
• Competence in working with the customer and service-oriented,
• Willing to team work
• Own responsibility and initiative
• At least 2 years Call Center experience
• Takes personal responsibility
• Sees the big picture and important details
• Listens and understands customer needs
• Works effectively in a changing environment
• For male candidates military service completed or suspended
• Minimum 5 year work experience
• Fluently english

İŞ TANIMI

We are seeking a Customer Services Partner Management Senior Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting  Consumer & SME Operations Manager of  Vodafone Turkey.

The accountabilities of this role are:

• Responsible end-to-end outsource fixed, mobile , data  customer operations activities, including analysis, design process, execution , reporting and coordination b/w Partner and Vodafone Net.
• Responsible for delivering Vodafone Net target of outsource operations.
• Coordinating with internal parties providing product information (specifications, scope of customizing, details etc.) to Vodafone teams.
• To ensure KPI targets are met on a monthly/yearly basis.
• Drive process efficiency & increase Vodafone Net process efficiency.
• Analyze and evaluate the effectiveness of COPS operations, methods, costs, and results.
• Develop and implement operation activities to meet the KPI target.
• Monitoring partner performance, reporting to management and preparing presentations
• Supervising relations with other departments to drive required changes for better fixed,mobile,data customer operations activities.
• Supervisory development of tactics and offers to ıncrease success ratio of customer operations .
• Promote positive relations with partners, vendors, and distributors.
• Analyze and actively supervıse quality of outsource operations.
• Fixed Outsource Operation Scope  takes new responsibilites with Residential&SME project (Scope Enlargement)
• Outbound Activities management  : Teleasales, Winback, Healthcheck, Welcome, Re-contracting&Contracting etc.
• Inbound&Backoffice Activities management: Improvement of First Contact Solution (at Inbound), Simplification of Backoffice Processes in internal teams, Effective Resolution Studies to prevent repetitive problems,Migration and follow up of scripts to operation each activitiy, Prevention studies for repetitive tickets with better Customer Experience, Shop Support Call Center Channel Management
• Activation Activities management: End to End Operation Management and Evaluation Responsibility,Integration of new developments about process (technical or business), Deep Dive analysis and follow up for deployment findings&solution, KPI compliance with Internal parties
• Benchmarking with Global OPCOs and attending meetings
• Periodic review of team internal training activities.