New Customer Operations Analyst Job Opportunity at Vodacom Tanzania Plc - February 2022

New Customer Operations Analyst Job Opportunity at Vodacom Tanzania Plc - February 2022

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New Customer Operations Analyst Job Opportunity at Vodacom Tanzania Plc - February 2022


 Customer Operations Analyst

Dar es Salaam, Tanzania, United Republic Of
At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Job Description
Role purpose and Key Accountabilities
Role purpose:
The Customer Operations Analyst will be responsible in tracking all Backoffice and Call centre projects to ensure sound Business case, timely implementation and evaluation on ROI and Impact of projects delivered.
The Analyst will be responsible for governance of all projects within Call centre operations, identifying opportunities or gaps within our processes for improvement as well as assigned other duties at specified time period depending on the customer operation needs.

Key accountabilities
  • Oversees implementation of actions, initiative and projects planned by Management to provide superior quality support to customers.
  • Review and improve the support processes and policy to increase customer satisfaction in relation to Customer Service Strategy and company (Vodacom ways) and abide to those policy and process.
  • Analyze trends, reasons why customers contact call centre or Backoffice and provide suggestions, recommendations toward call reduction, Improve Services Level and FCR as well as customer Experience.
  • Be a point of contact and directly handle all projects on PI as well as key initiatives for driving improvements within Call centre, Back office.
  • To diligently attend any other duty as assigned by Manager or HOD when needed and feedback of time.

Core competencies, knowledge, experience and Qualifications
Core competencies, knowledge and experience
  • Strong analytical skills.
  • Ability to work under pressure, deliver and meet deadlines.
  • Strong interpersonal skills and customer orientated approach
  • Excellent communication skills
  • Integrity, Initiative Flexibility Good judgment.
  • Computer literacy Excel and Word

Technical/professional qualifications

  • Advance Diploma/ Bachelor in IT/Business Administration/Marketing Management or its equivalent.

Skills
  • Dynamic Prioritisation and Multi Tasking
  • Forecasting
  • Influencing
  • Business Partnering
  • Change and Adaptability
  • Coaching and Mentoring
  • Expert Communication
  • Drives Continuous Improvement

Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.
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