İlan yayından kaldırılmıştır

Partner Management Executive
Vodafone Telekomünikasyon A.Ş

İstanbul(Avr.), İstanbul(Asya)

İş Yerinde

Job Type

Full-Time

Position Level

Specialist

Department

Customer Relations

Application Count

247 application

Job Type

Full-Time

Position Level

Specialist

Application Count

247 application

Department

Customer Relations

QUALIFICATIONS AND JOB DESCRIPTION

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.

High Schoool graduate
For male candidates military service completed or suspended
Competence in working with the customer and service-oriented,
Willing to team work
Own responsibility and initiative
At least 3 years Call Center experience
Takes personal responsibility
Listens and understands customer needs
Works effectively in a changing environment
Stress management
No restriction for travelling,
No obligation of military service for male candidates.

İŞ TANIMI

We are seeking a Partner Management Executive with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Partner Management Manager-Arvato of Vodafone Turkey.

Ensure that outsource partners follow up the contract.
Manage end to end the overall CBU&EBU Outbound,Telesales,Inbound and Collection 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,Outbound and Telesales 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 Eagle 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.
Ensure that actions are taken by teamleaders, supervisors and managent team during site visits.
Analyze the training needs of the operations and plan towards trainings towards these needs.
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 the partner at least 6 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.