To be the primary interface between VOIS and Vodafone Germany with full accountability for the quality, customer experience and Compliance.
• Works together with the Delivery Unit to develop a culture of Continuous improvement and development of a strong working relationship to deliver the targets of Vodafone Germany Customer Operations.
• Contribute to the creation and implementation of best practice quality vision, strategy, policies, processes and procedures to aid and improve operational performance
• •Contribute to new business initiatives and projects and review and communicate the impact on Quality activities
• Ensuring continuous efficiencies & operational optimization for VF Germany
• Working closely with DE Compliance team on developing our control systems ensuring the best governance.
1. Customer Experience
• Total responsibility over for the management and the execution of all Customer Experience projects and execute effective governance frameworks with partner.
• Shares Vodafone Germany performance including Partners contribution to results
• Pro-actively shares understanding of customer’s requirements from across the organization including product/service roadmaps, associated performance against KPIs.
• Regular feed to Germany Teams on KPI’s performance, while leading Monthly and quarterly forums/ events digitally or Onsite in EGY or Germany.
• Improvement Opportunities, Recommendations and activity plans to be created and reported quarterly.
• Ensure to focus on celebrating great customer feedback, accreditation results and NPS achievement on a monthly basis through a commendation process in house as well as cross site.
• Manage on Operational Commercial risk and reward components monthly for all KPIs
2. Service Quality & Complaints Management
• Roll out & manage of VF-Germany centralized Customer experience programs.
• Calibration of the call quality evaluation standards for all inbound and outbound.
• Ownership of quality systems performance and activities against which the actual performance will be measured/reported
• Responsibility for a Quality reward program for the people to drive motivation
• Provides effective support in areas of Call Quality Assessments,
• Developmental Call Coaching and Quality Assurance. Responsible for the quality, Ensure the right set of performance measures are used to effectively manage to deliver against Vodafone Germany targets.
• Lead regular performance reviews to provide quality feedback and defined improvement plans
• To ensure that implemented solutions meet the business requirement, and passing incident report from the technology team for the major outages
3. Quality as a Service Management
• Lead the “Quality as a Service” team auditing & coaching all Vendors inside and outside Germany.
• Defined as external Project assigned directly from the Client in order to conduct in general the quality review of Low Performing agents over all service lines (Voice + Non-voice Queues).
• The Team is performing silent Monitoring and delivering constructive feedback not only across VSSE but also to external Partners over different sites.
• Providing internal & external BackOffice Checks and doing regular Calibrations with DE Partners
• Coaching Mobile Unit, TV Unit and Backoffice services.
4. Compliance Management
• Working together with DE Compliance Team on developing and overseeing control systems to prevent or deal with violations of legal guidelines and internal policies
• Evaluate the efficiency of controls and improve them continuously
• Revise procedures, reports etc. periodically to identify hidden risks or non-conformity issues
• Review the work of operations when necessary to identify compliance issues and provide advice or training collaborative with Compliance Entity
5. Relationship Management
• Engage with relevant partner stakeholders to ensure appropriate action plans are developed and delivered in line with the business’ tactical requirements and needs in relation to operational performance
• Ensure that Vodafone Germany requirements are understood through thorough operational awareness and effective Stakeholder Management
• Design and deliver plans in line with Vodafone Germany and the segment plans
• Develop and maintain the governance model for regular business reviews
• Define and implement regular performance forums to facilitate their two way feedback and define operational improvement plans
• Maintain and support performance against agreed operational measures
• Utilize partner relationships to drive desired behavior
6. People Management
• Develop a unit and identify required resources and skill sets/competencies required to successfully carry out team plans
• Dimension each subordinate optimal and maximum productivity levels and determine appropriate workload as a consequence
• Promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others
• Provide formal and informal performance feedback on an ongoing basis
• Managing the assigned teams based on CXX structure
• Putting Customers First
• Performing Through Our People
• Delivering Results
• Managing In A Changing Environment
• Making A Personal Difference
• Communicating For Impact
• German Language Level: C2
• Minimum of 3 Years’ experience in German account consumer
• Previous Experience within DE CXX Teams is a plus.
• Minimum of 2 Years’ experience of leading teams
• Advanced knowledge of call center industry (systems, processes, techniques, etc)
• Proven ability in building and growing internal and external business relationships
• Proven record of involvement in business-critical projects experience
• Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback
• Commercial awareness and understanding of commercial business units
• Excellent presentation, influencing and negotiation skills
• Data aware and analytical capability to translate operational metrics into customer experience
• Advanced analytical and data interpretation skills
• Strong analytical, problem solving and decision-making skills
• Passion for customer experience
• Ability to manage and coordinate multiple activities under tight timeframes, while maintaining the professional standard.
• Excellent command of Excel, PowerPoint, Access, projects, Visio, etc
• Highly motivated self-starter who can drive changes with passion for Vodafone
• Excellent communication skill both in Arabic and German and very Good in English
• Objective focused
• Excellence mindset striving to exceed expectations