Responsible for overseeing the operational performance of the Contact Centre on a day-to-day basis. Reporting on all campaign metrics from multiple sources, data analysis, presentation of outcomes & recommendations across all aspects of the campaign, development & support of rollout of optimisation initiatives, invoicing & financial analysis & real time data management.Management of working relationship with Vodafone Leadership team & external client.

Gathering requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, solution designs, task and workflow analysis. Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs. Proactively communicate and… Show more Gathering requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, solution designs, task and workflow analysis. Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs. Proactively communicate and collaborate with external and internal stakeholders to analyse information needs and functional requirements and deliver a documented design of support responsibilities in accordance with commercial agreements, for the operational management and support of the Spark technology platforms, infrastructure and environments. Show less

To develop empowered and effective teams through leadership, coaching, training and performance and work load management to achieve operational excellence, and be part of the Contact Centre Management Team, to deliver excellent Business and Customer experiences. Key tasks handled were:• Ensure CSR’s possess appropriate knowledge to provide the customer with best solution options.• Develop clear Individual Performance plans and review these with all staff on a regular basis.•… Show more To develop empowered and effective teams through leadership, coaching, training and performance and work load management to achieve operational excellence, and be part of the Contact Centre Management Team, to deliver excellent Business and Customer experiences. Key tasks handled were:• Ensure CSR’s possess appropriate knowledge to provide the customer with best solution options.• Develop clear Individual Performance plans and review these with all staff on a regular basis.• Identify development opportunities for each team member and plan and manage delivery.• Build relationships with team members, relating to them, valuing their input and empowering them to enhance team performance through motivational initiatives• Leads and coaches team to build and manage effective customer relationships• Create an environment that helps teams get their work done, consistently delivering the planned customer experience• Coaching delivered to improve service quality• Optimise resource availability to match call volume and meet customer expectations• Manage all workflow channels including voice and non-voice queries.• Manage resources to enable and deliver the contact centre performance targets (Metric targets)• Manage the compliance process including Health & Safety• Utilise reporting to effectively manage individual/team performance• Administer all HR procedures, policies and related tasks for the team• Implement and manage a continuous feedback cycle between different areas of the business• Take ownership, recognising and acting upon situations that require initiative and leadership Show less