Contract Type : Permanent
Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do.
We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.
We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.
Join our journey as we connect for a better future. Ready?
Operation management is the key and the most important part of the organization not a one off-event. It needs to be nurtured and grown by talented people who has experimental learn aspiration, create future vision and innovate at pace.
We continually experiment with ways to make our call center operations management and processes more intuitive, simple and enjoyable.
And we’re constantly testing and trialling ways to provide one of a kind experience to our customers faster access to digital, simple - and the richest, most rewarding experience.
All you need is the right mind set and the desire to help us create award-winning experiences we work at place, constantly analyse customer needs and data driven approach, we love ideas and collaborate on agile projects.
This is an exciting role that provides the opportunity to be at the forefront of Vodafone’s Customer Service Operations management enables to experimental learn, understand customer needs beyond the expectations and let be the challenger & dreamer about new way of doing methods and the game changer at the market.
If you are willing to,
Create and build sustainable operation management and strategy that will earn the customer loyalty at every contact and be the #1 reason of the choice of the customer by providing one of a kind service beyond the customer expectations
Plan, organise, drive and control call center and partner strategy regarding Vodafone’s main priorities and strategy
Execute operation management at different offices all across Turkey providing customer satisfaction at the call center channel to earn the customer loyalty and enhance the channel KPI’s
Lead and manage Partner Manager’s who are responsible from the partner management
Liaise with partners and partner managers to make decisions for operational support activities and set strategic goals
Oversight of operation management functions to ensure performance, recruiting and retention goals are achieved. This includes seeking means to continually improve better communications and operation management.
Build strong relationship with Partners to boost the partners performance and align partner strategy inline with the Vodafone’s strategy and priorities
Define and set the operational KPIs in accordance with VF strategy and budget
Maintain the focus on quality, end-to-end service experience and balancing the need for new processes & projects and addressing the requirements or issues that have been uncovered
Create awareness, provide constructive feedback and strategic focus at the company around operational and customer experience and its vital contribution to customer and the company
Plan, organise, drive and control customer operations management of the process and the service
Coordinate and integrate the projects at the call center to earn the customer loyalty related to the customer services’ strategic priorities
Feed marketing, IT, data analytics and CX teams with the voice of customer including data driven outputs
Lead the best practises at the operations and involve VF Group for best practices and benchmarks
Develop and regularly evaluate efficient business processes.
Promote an inclusive, inspirational and motivational working environment where staff feel valued and comfortable
Responsible from all sales activities at the inbound channel, generating sales, build new value added services and manage pipeline through planned sales activity and sales revenue forecasting,
Design sales incentives and actives to boost the value added services while enhancing the customer satisfaction
Bachelor's degree, preferably a masters degree from Industrial Engineering, Business Administration, or equivalent departments of universities
Minimum 10 years of experience in customer experience, sales or related areas and minimum 3 years experience for team management in managerial positions
In-depth knowledge of industry, trends and competition
Fluent in English
In-depth knowledge of customer relationship management software and call management systems
Sales operations and strategy set up experience
Strong follow-up skills and ability to balance priorities, work under pressure and challenging targets
Excellent management, coaching, leadership skills
Strong sense of responsibility, and coordination and learning abilities
Enthusiasm and strong self-motivation
Excellent communication and account relations management skills
An eye for detail to deliver best customer experience
Creative thinker and problem solver
Ability to explain a vision to a cross-functional team
Ability to understand the value of efforts and confront stakeholders when something is not achievable
Excellent attention to detail as well as seeing the big picture
Excellent data interpretation skills
Ability to source, analyse data and use related tools (Excel, Business Objects)
Willingness to travel and No restrictions to travel
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.