COPS International Business at Vodacom

Description

Role purpose: 
Responsible for the Customer Operations and commercial relationships in Vodacom International Business with a focus to deliver on (Customer Care (CBU/EBU); Digital, Customer Experience (CXX) and Measurement Enablement and Transformation (MET) in the operating companies (Opcos). 

Job Responsibility

Key accountabilities and decision ownership: 

• Monitor key output/performance indicators across Opcos (NPS; first call resolution; volume reduction, response service levels, ENPS, digital deflection.) in line with targets and assist to drive performance and recommend corrective action as required
• Provide regular progress reports, dashboard management performance against performance indicators 
• Drive performance improvement and alignment with best practice and drive operational performance improvement (process, financial, service target enhancement) across all opcos
• Via VSA channels and networks, apply the relevant benchmarks to determine and track performance indicators for the opcos
• Stay abreast and drive implementation of new technology/frameworks through networking with other contact centre professionals
• Monitor on-going performance of improvements and enhancements and provide progress/feedback
• Determine root causes of all persistent or high impact problems
• Facilitate collaboration between VSA COPS and Opco COPS teams on various projects and the following strategic projects:
• Customer Care (CBU/EBU)
• Digital and CXX
• Measurement Enablement and Transformation (MET)
   

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.