Location: Any UK hub (Hybrid) Salary: Excellent basic salary plus bonus and Vodafone benefits Hours: Full time 37.5 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 do In 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 improvements Acts as liaison with advisors, team managers and operations managers to recommend changes to resourcing levels Actively manages Automatic Call Distribution in accordance with policy and procedure Reports, monitors & triages system issues, network, telecom (IVR) faults (internal & external) with relevant parties Proactively communicating with the operations team on all platform performance issues Who you are Previous Real Time / Intra-Day Management experience is desirable Experience of Viewing/Creating & Using ACD Reports Good Understanding of key contact centre systems, analytics tools and excel Sales and Service orientated Excellent communication and team working skills Demonstrated use of initiative and ability to work under pressure Demonstrated analytical approach to problem solving Change orientated: accepts and adapts to new ideas and responds positively to change 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 we offer We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break. Together we can Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance. LI-Hybrid vodafoneuk