To be the primary interface for full accountability for the quality, customer experience, Service delivery and revenue optimization as part of the relationship, mirroring VOIS Local markets Strategy and KPI’s
• Responsible for delivering customer service capabilities by driving the unit to an excellent level of first and second line of support Commercial Governance over all expenditures, revenue leakage and revenue generation
• Also raising the quality level of handling customer technical inquiries/problems for VOIS to systematically measure and address its root causes to drive improvement for customers
• Ensuring continuous efficiencies & operational optimization
• Total responsibility over for the management and the execution of all operational projects and execute effective governance frameworks with partner.
• Shares Client 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.
• Ensure to focus on celebrating great customer feedback, accreditation results and customer experience 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
• 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
• Ensuring total support for work force scheduling teams and operations from Ireland Forecasting to ensure KPIs success in BAU
• 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
• Data aware and analytical capability to translate operational metrics into customer experience
• High emotional intelligence and soft skills with the ability to manage internal and external stakeholders
• Achieves goals in a timely manner while discipline & strict compliance with policies & procedures.
• Strong analytical, problem solving and decision-making skills
• Excellence mind-set striving to exceed expectations
• German & English Level – C2 Speaking Proficiency
• Must have experience of 4 years within a customer Care environment in managarial role
• Experience of 2 years in the Upselling and cross selling Sales projects
• Strong verbal communication skills.
• Proficiency in using MS Office applications
• Strong reporting and analysis skills.
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You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.