Location: Any UK hub (Hybrid*)Salary: Excellent basic salary plus bonus and Vodafone benefitsHours: Full time hours per week – Monday to Friday*Hybrid At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things.
Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role.
We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month.
Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company.
We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.Be part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity.
With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).
What you'll doIn this role you will be reporting to the Digital Data Analyst, and also you will be responsible for the management of telephony data with a view to improving productivity and customer experience.
Communicating with advisors and managers to highlight productivity concerns and direct support.
Providing reporting and insight to leadership teams and proposing ideas and actions to improve productivity and customer experience through the improvement of telephony flows, automation and opportunity for deflection messaging.
Analyses call volumes, types and outcomes to identify opportunities for improvementsActs as liaison with advisors, team managers and operations managers to recommend changes to resourcing levelsActively manages Automatic Call Distribution in accordance with policy and procedureReports, monitors & triages system issues, network, telecom (IVR) faults (internal & external) with relevant partiesProactively communicating with the operations team on all platform performance issuesWho you arePrevious Real Time / Intra-Day Management experience is desirableExperience of Viewing/Creating & Using ACD ReportsGood Understanding of key contact centre systems, analytics tools and excelSales and Service orientatedExcellent communication and team working skillsDemonstrated use of initiative and ability to work under pressureDemonstrated analytical approach to problem solvingChange orientated: accepts and adapts to new ideas and responds positively to change