Financial Reporting:
* Create & Design Customer Care Bad-Debt reports defining gaps & opportunities.
* Prepare NBA accruals reports.
* Generate reports that measure impact of customer care projects.
Insights:
* Analysis key indicators, and benchmarks vs. the competitor and supports the operational teams with reasoned analysis e.g. extracting the root causes behind deviations etc
* Prepares monthly report of key changes in Call Centre Tracker and other indicators of Customer Delight, and ensures actionable tasks are carried-out together with measurement of their success
* Analyses data to discover best practice in one area, and ensures that other areas are made aware of specific benefits that could be achieved
Headcount planning & forecasting
* Effective participation with Customer Care Management and Planning Function to develop an accurate reports helps in building headcount forecast
Communication:
* Provide analytical, technical, business and management expertise to the customer operations management team
* Analyze, develop action plan, and resolve service delivery and/or service level issues
* Maintain excellent communication with all stakeholders
Not a perfect fit?**
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
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