Vodafone تطلب International Account Supervisor – DE
International Account Supervisor – DE
Posting Country: EgyptDate Posted: 16-Mar-2020Full Time / Part Time: Full TimeContract Type: Fixed Term Contract
Our purpose at Vodafone is to connect for a better future. As a Global 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.
Join our journey as we connect for a better future. Ready?
Key accountabilities:
• Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition
• Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets
• Facilitate performance reviews using the “Performance Dialogue” Framework for team members
• Ensure all team members adhere to Vodafone policies and procedures
• Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act
• Manage the Human Resource aspects of your team members including the provision of support, counselling, guidance and advice
Vodafone تطلب International Account Supervisor – DE
• Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers
• Ensure efficient and effective dissemination and communication of information to team members
• Manage team and departmental Reward and Recognition Programs
• Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions
• Be a point of escalation in the handling of customer queries and complaints to the point of resolution
• Maintain an up to date personal and team knowledge of Vodafone products and services
• Be responsible for the real time activity and agent productivity within the Contact Centre
• Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact center in line with our departmental goals
• Participate in the preparation and implementation of operational plans
• Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction
• Undertake project work as directed by management
• Adherence to coaching team members monthly on call quality
Vodafone تطلب International Account Supervisor – DE
• Team Adherence to Vodafone policies and procedures (team understanding)
• Team adherence to Privacy and Credit Guidelines
• Team knowledge of products, services and applications
• Quality of communication with internal and external customers
• Deliver performance reviews and development plans
• Adherence to the facilitation of monthly/fortnightly team meetings
• Adherence to facilitating monthly one on one meetings with team members
• Effective management of team and departmental reward and recognition programs
• Alignment to Vodafone’s Brand Essence and high performance culture
• Implementation and support of the Service Business Plan Goals
Key Competencies:
• Excellent Command of the German Language – C1
• Minimum ONE year of experience within a contact centre or customer service environment
• Strong reporting and analysis skills
• Strong verbal communication skills
• Demonstrates a positive, enthusiastic, friendly attitude
• Proficiency in using MS Office application
• Share knowledge with colleagues and the immediate departments
• Proactively manage personal work standards and development
• Flexible working hours and location
• Ability to work on a 24 hours shift basis that will include night hours
• Customer service oriented
• Discipline & strict compliance with policies & procedures
• Ability to learn, seek knowledge and self-development
Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.
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