Process Design&Improvement Senior Specialist

Vodafone Mobile Operations LTD

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.

 

Have belief in his/her own ability, decision and opinion even in challenging circumstances.

• Have Empathy, a real understanding of other people, their thoughts, feelings, and any concerns they may have.

• To do things proactively, stepping up and taking action to improve current situations or address challenges and potential opportunities.

• Engage people on the direction and goals for  team or project and excellent role model

• Display sound judgment, considering the pros and cons of different options and situations to make informed and robust decisions.

• Knowledge and experience of working in Call Center operations environments is a plus

• Experience in GSM and/or telecoms sector is a plus

• Experience in process management tools is a plus

• Knowledge of product/service delivery processes

 

 

İŞ TANIMI

We are seeking a Process Design&Improvement Senior Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Process Design&Improvement Manager  of  Vodafone Turkey.



• Involve in the projects starting from the project kick-off and deliver requirements for COPs, CRM and customer experience.
• Have the new product/service/campaigns serve with max available channels (selfcare, etc.).
• Coordination of all commercial units before product/service/campaign launchs in order to make required planning.
• Prepare FAQ’s, training materials, call scripts, SMS texts.
• Design minimum cost processes considering the customer satisfaction in new projects.
• Track KPIs for the area of responsibility and take necessary actions to improve them
• Give information input to knowledge bank (infoguide) about process and procedures.
• Assessment of the analysis results of the problems sent by CC and related departments, taking corrective & preventive actions.
• Collect reliable data, convert and deliver it to related parties as Voice of the customers
• Arrange and manage periodic feedback meetings with all stakeholders (COPs, product & segment teams, technology, etc.)
• Take improvement actions on processes to have First Contact Resolution.
• Trigger, own, kick-off and manage improvement projects/studies related to responsibility area KPIs
• Use Lean/6 Sigma tools and techniques as much as possible
• Evaluation of the improvement suggestions coming from fields, coordinating required units and taking action.
• Bilaterally transfer knowledge between operations & other departments of the company
• Build relations depending on trust with all stakeholders
• Be the SPOC and expert for the responsibility area
• Present COPs in the process related projects that touch customers for coordination and designing end to end processes.
• Act as a proxy for operational teams for questions and issues