QUALIFICATIONS AND JOB DESCRIPTION

#Vodafonespirit

Our purpose at Vodafone is to connect for a better future. As aGlobal Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.

ROLE PURPOSE

Use customer’s voice to improve all inbound & outbound customer operations by identifying opportunities and  business problems

Your place in the team

Lead analytical researches to increase the effectiveness of the inbound and outbound call center operations.

Find insights related to all Mobile & Fixed repeated customers and rebound customers.

Provide analyses of performance trends and recommended solutions for any areas have downward trends.

Support management by providing ad-hoc analysis to predict and interpret the business trends for key decisions

Keep management informed of trends and opportunities by proactively analysing current processes and best practices to develop strategies that drive cost reduction and a differentiated customer experience.

 Conduct data-mining projects to discover drivers and triggers for all inbound & outbound customer operations KPI metrics.

Use speech analytics to raise the customer’s voice across the organization and identify business problems.

Continually identifies and communicates opportunities for improving call center efficiency to team and department leaders

We are looking for you if you have

·     BS degree in a computer/statistics/maths/engineering disciplines

·     Good level of English

·     Excellent command in MS Office Programs especially in Excel

·     Strong ability in planning, reporting and analyzing

·     Experience of working with large volumes of data

·     Excellent level of SQL knowledge

·     Excellent level of Logic, Analytical and Critical thinking capabilities

Ability to source, analyze data and use related tools (Excel, Business Objects, Knime)

Diversity and Inclusion

At Vodafone, we embrace and welcome everyone. We believe that we can operate more successfully and effectively with diverse teams. And we can only leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and strive to be their best. That way we can create a better future for our employees, our partners, the communities we work in and our customers.