Managing Executive: Customer Care Operations at Vodafone Global Enterprise

Job description

ROLE PURPOSE

• This senior role will report directly to the Customer Operations Chief Officer and will be responsible for the strategic planning and execution of all Call Centre operations. Core responsibilities and accountabilities of this role includes management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis on customer care will relate to:
• Management of performance metrics including call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
• Development of proactive initiatives (e.g. cross and upselling),
• management ofcost by employingmicro-organizational design activities such as in house and or in outsourcing of activities
• A key function of this role will be to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, and promoting controlled growth while identifying cost saving measures.
• This individual will also be responsible for the execution of a customer service experience in the contact centre channel as defined by Customer Experience Design and Delivery in support of Vodacom’s segment-led commercial model

KEY ACCOUNTABILITIES AND DECISION OWNERSHIP

• Determine and drive the Consumer Care Strategy
• Develop a compelling and inspiring customer care vision which reinforces the Vodacom brand promise and achieves differentiation from competitors
• Ensure that strategies developed are innovative; forward thinking; Customer obsessed; commerciallyviable and people focused
• Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives

Measure, report on and communicate relevant KPIs

• Communicate progress and results against KPI’s
• Present regular and or monthly progress reports and project reports where required to facilitate data sharing across the various Business where interdependencies exist
• Act as a change agent and thought leader by capturing and sharing contact centre best practices across the organization, as well as with our Outsourced business partners

Deploy a people plan as developed at COPS level

• Transform the Enterprise Care organisation into a high performance team
• Deploy a leadership programme
• Deploy and refresh a staff engagement programme
• Develop a compelling and inspiring Enterprise Care vision which reinforces the Vodacom brand promise and achieves differentiation from competitors
• Foster behaviours around innovation, customer and people
• Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives

Essential Technical / Professional Qualifications

• A degree in commerce or a related field is essential whilst a postgraduate qualification such as an MBA will be highly desirable
• 10 to 15 years’ experience in the telecommunications or technology related environments e.g.(ICT, commercial or banking) with demonstrated experience in a large scale customer operations
• analytics and reporting
• portfolio management
• ability to increase NPS results and reduce administrative expense
• ability to build global relationships and drive best in class process innovation. General management skills, particularly finance, marketing and HR.