Manager: ECLO at Vodacom

Job description

We Have The Above Vacancy Available In Our Organisation

ECLO role is based within Commercial Operations

The role of the Manager: ECLO is to manage a Client Liaison team and optimise the utilisation of resources to achieve overall customer satisfaction & to conduct Root Cause Analysis and manage trends to implement process improvement throughout the business.

Your Responsibilities Will Include

• Manage ECLO Desk operations and staff to ensure optimal utilisation of resources and maintain optimal resolution turnaround times
• Manage Customer Escalations and provide resolutions to ensure customer satisfaction
• Analyse Customer Escalations Trends and identify process or system improvements
• Provide Root Cause Analysis for Escalations and identify and implement improvements
• Maintenance & Implementation of policies, procedures and regulations
• Interpret and analyse management information and statistical reports related to escalations and propose action plans
• Ensure alignment of operations within ECLO to budget requirements
• Provide high quality support and service to external and internal clients
• Manage relationships with internal and external role players
• Manage and implement operational projects
• Manage ECLO Desk operations and staff to ensure optimal utilisation of resources

The Ideal Candidate For This Role Will Have

• Matric
• 3 year relevant degree/diploma
• Minimum 5 years relevant experience

OR

• Matric
• Minimum of 8 years relevant work experience

In addition to the details listed above, the ideal candidate will have an in depth knowledge and understanding of:=

• Relating and Networking
• Persuading and Influencing
• Deciding and Initiating Action
• Presenting and Communicating Information
• Analysing
• Delivering Results and Meeting Customer Expectations
• Writing and Reporting
• Achieving Personal Work Goals and Objectives
• Oversee the ECLO Supervisor and Team & Manage Credit note and sponsorships within Policy
• Dotted report into CEO’s Office

The base location for this role is Midrand, Commercial Park

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.