Responsible of SOHO BB account management and delivery of profitable, long term business of those accounts to Vodafone• Working on calls reduction by assisting in implementing the SOHO online and self-help tools..• Ensure applying the company strategy in terms of being a service differentiator while managing the SME/SOHO experience through insourcing agents to cope with the Vodafone environment.• Collect and analyse the results of the Team, set plans and ensure conducing training to enhance the high value call center performance.• Responsible for FCR and NPS results for The Team to meet company targets.• Manage the delivery of new products/policies through the implementation team. • In conjunction with the team, design and implement projects / programs which will ensure consistency in customer experience • Monitoring the quality and effectiveness of the training on products and services.• Aligning with the commercial and sales to reach operational effectiveness and cost efficiency and to be deeply involved in building the propositions and exclusive deals strategy to increase revenue and market share• Delivering outstanding customer service level compared to competitor practice, through understanding the value and the needs of customers.