Turkey Job Openings
Vodafone
COPS Solution & Transformation Manager
Istanbul
August 9, 2024
What you’ll do
Responsible for management of high risk customers
Manage all the operations for collection and billing processes for consumer customers
Analyse and evaluate customer complaints from experience perspective and determine improvement areas
Works in coordination especially with CX Teams, Regulation Teams and Cops Planning&Performance Teams
Follow and report Complaint KPI’s (regulative/company/teams, respectively) , Follow and improve metrics such as, AHT, FCR, Resolution Performance, repetitive ticket
Follow Complaint trend, organise/ attend periodic meetings with operational stakeholders for improvement and development of complaint scenarios
Digital transformation of Complaint processes
Determine and apply proactive actions to reduce and fix potential complaints
Facilitate business engagements with business units
Understand business context of processes and look for simplification and automation opportunities; propose & justify business process improvements
Evaluate and document as-is and future processes with a broad view and connect opportunities
Be aware of new technology and business solutions to design implementation plans for processes
Who you are
- Graduated from related departments of the universities Business, Economics or Engineering departments of universities
- Excellent command of English both oral and written
- 10+ years of experience on a similar position
- Hands on experience on CX
- Capable of identifying opportunities for process simplification, elimination & digitalization and engage in the future state design is a must
- Strong planning, presentation and communication skills
- Excellent analytical & problem-solving skills, creative & applied thinking, business acumen and data interpretation skills
- Successful & Strong Stakeholder Management, Collaborative approach
- Willing to define, plan and implement Business/Process Transformation
- Inspired by driving changes across organization
Not a perfect fit
What's in it for you
-
Vflexy: Flexible Benefits Program - Hybrid working kit
- Ergonomic kit allowance
- Digital meal voucher
- Flexible transportation allowance.
- Employee assistance hotline & counselling
- Comprehensive and flexible private health insurance
- Discounted price deals for wide range of products & services
Plus, plenty more to enjoy!
#LI-Hybrid
Data Privacy
By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/ for further details.
Who we are
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.
Together we can.
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