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Business Processes Executive

Vodafone Telekomünikasyon A.Ş

İstanbul(Avr.), İstanbul(Asya)

İş Yerinde

İş Yerinde

Çalışma Şekli

Tam Zamanlı

Pozisyon Seviyesi

Yönetici adayı

Departman

İş Geliştirme

İş Geliştirme

Başvuru Sayısı

831 başvuru

Çalışma Şekli

Tam Zamanlı

Pozisyon Seviyesi

Yönetici adayı

Başvuru Sayısı

831 başvuru

Departman

İş Geliştirme

Kariyer Image

GENEL NİTELİKLER VE İŞ TANIMI

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.
 
  • Experience for 5-6 years is must
  • Very Strong written,verbal communication skills&inter-personal skills both in Turkish and English
  • Bachelor Degree in engineering or business, master degree is a plus
  • Multi-task management                                                          
  • Experience in a large multinational company is a plus
  • 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.
  • Deep knowledge and experience of working in Call Center operations environments (min 3 years)
  • Experience in GSM and/or telecoms sector
  • Experience in process management tools and project/programme management is must
  • Knowledge of product/service delivery processes
  • Experience in Lean/6 sigma is a plus


İŞ TANIMI


We are seeking a Business Processes Executive  with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting  Business Processes Manager  of Vodafone Turkey.
 
The accountabilities of this role are:
 
  • Design all customer facing operational processes (including complaint) for new product/service and campaigns
  • Involve in the projects starting from the project kick-off and deliver requirements for COPs (Customer Operations), 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 frequently asked questions, training materials, call scripts, SMS texts.
  • Design minimum cost processes considering the customer satisfaction in new projects.
  • Track KPIs (Key Performance Indicator) for the area of responsibility and take necessary actions to improve them
  • Give information input to knowledge bank 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/Customer Operations, product & segment teams, pdt, 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 (Key Performance Indicator)
  • 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

Aday Kriterleri

5 - 6 yıl arası
Üniversite(Mezun), Yüksek Lisans(Öğrenci), Yüksek Lisans(Mezun), Doktora(Öğrenci), Doktora(Mezun)

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