Operation Manag. Executive - Mardin

Vodafone Telekomünikasyon A.Ş

We are seeking an Operation Manag. Executive - Mardin with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting  to Partner Manager - CMC of  Vodafone Turkey.

• Ensure that outsource partners follow up the contract.
• Manage end to end the overall CBU Inbound KPI’s 
• Analyze the results of the outsource partners to optimize the productivity.
• Controll  if the Vodafone budget equals  the budget of the outsource projects and define the KPI’s of the Inbound towards this budget.
• Report the Performance of the Partner to higher management. 
• Ensure that KPI’s targets are met on daily/weekly/monthly and annual base.
• Analyze and manage the quality of all the operations and ensure that these perform towards Vodafone quality standards.  
• Ensure that no fraud or other intolerable actions are committed by partners employees 
• Continuously provide feedback to process teams to improve customer experience/agent experience
• Monitor calls, analyze reports and add value for improvements. 
• Change and improve processes for the projects. 
• Provide benchmarks and ensure that the outsource partner act towards Vodafone mission and visson. 
• Monitor and manage the KPI’s besides the  main KPI’s. 
• Monitor and manage the forecast and the recruitmens of new staff/agents 
• Analyze the resolution processes of customer complaints to improve the customer experience.
• Efficient site management 
• Ensure that actions are taken by teamleaders, supervisors and managent team during site . 
• Visiting training classes 
• Analyze the training needs of the operations and plan towards trainings towards these needs.
• Attending TL , Supervisor meetings regularly  
• Attending exit interviews to obtain insights that will reduce turnover, and inform VF about these insights 
• Conducting weekly management meetings in site
• Call listening, analysing these calls and conducting efficiency projects
• Continuous information flow between partner and VF
• Ensure that requests from other departments are fulfilled correctly and provide feedback between the external and internal departments. 
• Able to manage during crisises 
• Able to visit VF- İstanbul  at least 3 times a month.
• Prepare the Invoice agreement, share the operational reports with the partner and realize the agreement in together with the Contract & Management team.