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
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
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 Vodafones 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
Appy for here