Customer Operations Planning 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 Degree in Matematics, Business Administration , Industrial Engineering
• Excellent communication skills in English
• Good understanding of financial modelling, developing the business cases
• Strong analytical and problem solving skills involving significant and detailed analysis / interpretation
• Excellent command in MS Office Programs (sql and Excel VBA  knowledge is an asset)

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

The accountabilities of this role are:

• Discuss and review Customer Operations headcount requirements, study operational implications and provide feedback and recommendations to forecast owners
• Forecasts call for Fixed Business and EBU , depicts  key drivers for call volume, try to decrease peaks in call volume, takes action on implementing new projects , monitors call realizations and after understanding root cause of deviations, tries to minimize them.
• To conduct basic financial analysis for planned actions impact on Customer Care budget
• Managing contact center capacity plan with comparing workload vs workforce constraints.
• Responsible of all operational and ad-hoc planning analysis ( what if analysis ) within customer services.To provide and support customer operations managers with forecasting trends to enable effective decision making on resource deployment. Involve the analysis and forecast of work demands, and advance scheduling of customer operations staff to meet weekly and daily business requirements.
• Prepare weekly predicitons
• Leading call center effiency project