War Room Specialist
HELLO THERE! WE ARE VOIS!
Established in 2006, VOIS (Vodafone Intelligent Solutions) has evolved to become a strategic arm of Vodafone Group Plc and the partner of choice for talent, technology, and transformation. With over 26,000 talents, we’re creating value across 28 countries, and operating from 7 locations in Albania, Egypt, Hungary, India, Romania, Turkey and the UK.
We deliver high-quality services across IT, Care, Business Intelligence Services, Digital Business Solutions (Robotics & AI), Finance, Supply Chain, HR operations, and many more.
Your role in a nutshell:
This role is responsible for Vodafone international services, and Vodafone Shared services Organisation helping VFIT SLT and VOIS AL CARE in managing and coordinating all issues impacting Call Centers and Customer.
What you’ll do:
• Monitoring of the network, of the Call Center systems in order to prevent and resolve technical problems in a timely manner
• Monitoring operating KPIs, in order to improve the quality of the service provided by the Call Center.
• Acting proactively to avoid disservices and resolve those already in place, coordinating the operational tables with the Technical and Commercial structures for the appropriate recovery actions
• Managing escalations to IT or Network department ensuring the right priorities
• Engaging technical or product account, exporting the estimate impact about the customer
• Monitoring accesses and availability digital channels
• Managing massive outages on Mobile and Fixed technology for all network and commercial services, for Consumer and Enterprise customer
What will you bring to the team:
• Effective communication & negotiation skills.
• Problem solving
• Self-starting, learning and motivating attitude.
• Teamwork and active interaction with other WAR Room Team/Staff
• Smart approach to technical and Customer Excellence issue
• Comfortable interfacing with different audiences
Must have technical / professional qualifications:
• Professional Experience in Commercial Operations or other technical operating group (minimum 2 years - preferred, not necessary)
• Knowledge of Vodafone product and services
• Italian – Fluently written and spoken
• English – Intermediate written and spoken
In return we provide you with:
- A dynamic environment where innovative ideas are always welcome
- A collaborative community where your professional goals and work are supported by a diverse team
- Access to internal trainings and external trainings via other providers
- A supportive internal coaching and mentoring culture
- Corporate assets
- Medical insurance scheme
What you need to know about us:
We are the engine that powers Vodafone around the world: our work impacts millions of people around the globe every day. If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then VOIS is the place for you.
#movewithus #beunrivalled #createthefuture #VOIS #VOISAL #LI-Hybrid
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What's in it for you:
We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are:
You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
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. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.