Manager Proiecte, Sisteme automatizate

• Diploma universitara;
• Certificare de Project Management;
• Minim 1 an de exprienta in Project Management sau Call center management;
• MS Office;
• Abilitati de sustinere prezentari;
• Cunostinte de tehnologie specifica canalelor de self care;
• Management al timpului;
• Prioritizare
• Planificare si organizare;

Numai persoanele selectate vor fi contactate.

Rol:

Sustine strategia companiei si prioritatile departamentului Customer Operations prin implicarea in conceperea, implementarea si mentinerea serviciilor automatizate (IVR-urilor, serviciilor USSD si serviciilor de relatii clienti pe internet online) puse la dispozitia clientilor.
Responsabilitati principale:

• Este in permamnenta la curent cu ce asteptari au clientii Vodafone de la sistemele automatizate de comunicare (IVR, USSD si internetul Vodafone -online).
• Se mentine la curent cu cele mai bune practici din industrie in ceea ce priveste procesele de suport pentru clienti pe sistemele automatizate (VR, USSD, Online)
• Este in permanenta la curent cu asteptarile departamentelor care au legatura cu sistemele automatizate (IVRul si USSDul) ex. Marketing, Operatiuni Clienti.
• Participa la definirea strategiei pentru IVR, USSD si online, se implica cu idei si apoi conduce implementarea acestora.
• Stabileste impreuna cu departamentele impactate si tinand cont de parerea clientilor, structura optima a paginilor de internet pentru a facilita clientilor accesul la informatiile relevate cu scopul de a diminua nevoia lor de a contacta departamentul de relatii cu clientii. La fel si tipul de optiuni si procesul pentru fiecare din ele in sistemele automatizate (IVR si USSD).
• In toate actiunile sale are in vedere ca cele trei canale sa fie aliniate in privinta experientei pe care o ofera clientilor, ca informatiile precum si modalitatea de abordare sunt consecvente si coerente cu suportul oferit clientilor prin call center si magazine.
• Studiaza in detaliu nevoia de suport a clientilor nostri in call center, magazine (atat proactiv, cat si reactiv in cazul cresterii bruste a nevoii de suport pe un anumit motiv), indentifica imbunatatiri ce pot si facute in sistemele automatizate (IVR, USSD sau pe pagina de internat) pentru a muta din interactiunile cu operatorul uman pe canalele de self care, tinand cont si de importanta strategica a motivelor de contact si gradului de potrivire dintre motiv si fiecare canal in parte. Se ocupa de implementarea acestor idei, singur sau impreuna cu managerii de proiecte din Operatiuni Clienti.
• In cadrul lansarilor de noi produse si servicii se implica in gandirea modului de deservice a clientilor prin canalele automatizate (self care) cautand procesul cel mai eficace.

Why Vodafone?

Did you know how did we get our name? Our founders had their eyes firmly on our future. They were so enthusiastic about mobile telecommunications that they forecast that one day people would do more than talk over their phones. So they gave us a future-proof name that embraces both voice and data: VOice and DAta mobile communication: Vodafone.
Today our founders’ dreams are a reality and the name they invented is a powerful global brand.

Vodafone is the world’s leading telecommunications company. Millions of people in every corner of the globe choose Vodafone to talk text and connect to data services that help them make the most of every day.
Our success comes from the outstanding people that make up the global team. Many of the tasks we face are more than anyone can do alone, so our future depends on attracting, rewarding and retaining those who share our ‘can-do’ attitude.
We’re building a culture that makes us feel valued, we feel empowered to get the job done, we work together and help others do the same, and we’re passionate about being the communications leader in an increasingly connected world
Because our business is becoming more and more complex by the day, we’re constantly looking for new ways to support, coach and develop our people. Whatever your area, you can expect ongoing learning opportunities that will help you develop your abilities.
When we say we’re passionate about our people, it’s more than just a phrase. It’s a way of working.
Why not choose Vodafone for your next career move? You can search and apply for current opportunities via the links below.