Job Description
This is a key role that works to improve Vodafone call centre, digital and retail market position and achieve financial growth while delivering best in class customer experience.
This person defines long-term organizational Multichannel customer experience strategic goals, builds key customer relationships, identifies business opportunities, negotiates and maintains extensive knowledge of current market condition, through measuring and enhancing the customer journey within Call centre and stores. This person will help design the experience of the future.
Responsibilities
- Owns the management of Customer Experience platform and relationship with vendor.
- Ensure monitoring of the platform performance.
- Collaborate with internal and external stakeholders in case of incidents.
- Ensure monitoring on the tickets and change requests with internal and external stakeholders.
- Manage creation, addition, change and deletion of users.
- Manage channel survey flows.
- Create needed documentation across channels and touchpoints.
- Owns daily, weekly and monthly reporting and insights.
- Monitor detractor analysis and perform calibrations across channels.
- Ensure SLAs are met.
Qualifications
Must have technical / professional qualifications:
- Bachelor's Degree in Business or relevant
- Minimum 7+ years of experience of working in a telecom operator.
- Excellent organizational and leadership skills with a problem-solving ability
- Experience in Quality Management Systems principles
- Stakeholder relationship / work cross Functionally
- Analytica and reporting skills
- Bachelor’s degree or equivalent; Higher degree in a relevant discipline will be appreciated