Webchat Care Operations Manager
12m Fixed Term
Location: Homebased working
Working hours: Full time hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits
At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
Who We 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 a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
What you’ll do
As the Care Operations Manager for Web Chat, you will oversee the entire operation for our Care customers via chat, managing a team of over 500 agents. This role includes leading teams that are part of our Offshore Outsource Partners. You will thrive in a fast-paced, people-oriented, and brand-impacting department.
1. You will collaborate with the Head of Consumer Sales & Care to implement our strategy, ensuring we continue to achieve incremental sales volumes through exceptional service and customer experience.
2. You will lead change programs and projects to streamline and consolidate our estate.
3. You will own the Outsourcer relationships across our key strategic offshore partners ensuring that they deliver to rigorous standards.
4. You will provide insight to the Sales and Retail estate on FCR improvements and process simplification.
5. You will continue to build a positive culture, boost engagement, and make the department a top choice for career growth.
Who you are
• You will have experience in managing large teams spread across different locations.
• You will have experience operating in a Customer Centric focused environment with the insight needed to lead Sales through Service.
• You will have proven ability to tackle complex problems and confidently make decisions.
• You will have strong communication, networking, and diplomacy skills to effectively persuade and influence
• You will be self-motivated with the ability to work independently, and effectively manage time to balance customer, employee, and business needs.