Consumer Operations Support Specialist - Telesales & Retentions Job at Vodafone (Dublin)

Job Description

The Consumer Operations Support Specialist plays a key role within the Commercial Operations (COPs) team, supporting the delivery of outstanding customer experience and strong commercial outcomes across our outsourced Telesales and Retentions operation. Working closely with the Care and Telesales Manager, Shared Services Partners and internal stakeholders, you will support the day to day operational, customer and commercial performance of Telesales and Retentions activities. This includes new sales, retention, upsell and value add activities, ensuring customers receive a high quality, compliant and effective experience at every interaction. You will use data, operational insight and strong partnership management to help drive performance against key CX, operational and commercial KPIs, while supporting continuous improvement initiatives across people, process and technology.

Job Responsibility

Support the delivery of telesales and retention performance across customer experience, operational efficiency and commercial targets
Track, analyse and share performance insights across key measures
Identify risks, opportunities and trends, escalating where required and supporting corrective actions
Work closely with Shared Services Partners and Third Party Service Providers to support delivery against agreed KPIs, SLAs and contractual obligations
Support governance through preparation for performance, service delivery and commercial review forums
Build effective working relationships with internal stakeholders
Support sales through service activity across Assisted & Care channels
Help embed best practice sales and retention approaches across the operation through insight and performance feedback
Support adherence to all regulatory, internal and customer protection standards across telesales and retention activities
Monitor quality outcomes and contribute to actions that improve customer outcomes and agent performance
Support the operationalisation of Care, Telesales and Retention strategies
Translate strategic priorities into operational actions, supporting plans, initiatives and pilots
Champion new ways of working, including lean, agile and technology enabled improvements
Act as a positive role model, contributing to a high performance and customer centric culture
Support coaching, performance improvement activity and strong ways of working with internal teams and partners

Requirements

Experience working within a telesales, retention or assisted sales environment, ideally within an outsourced or shared services model
A strong understanding of sales, retention and customer experience drivers
Commercial mindset with the ability to analyse performance data and identify actionable insights
Experience working with third party partners or external suppliers
Strong stakeholder management and communication skills, with the ability to influence and collaborate across teams
A proactive, results driven approach with strong problem solving skills

Nice to have

Experience supporting performance governance or operational reviews
Exposure to cost-to-acquire / cost to retain measures
Experience working in a regulated or highly customer focused environment
Interest in digital sales, transformation or new channel optimisation

What we offer

Competitive salary
Flexible working (time and location)
Generous employer pension contribution
Free phone bill and device discounts
Learning & Development and access to Vodafone University
Family and Friends discounts on Vodafone products
23 days annual leave plus 3 charity days and a day off for your birthday
Access to our wellness centre and gym
A supportive, inclusive and progressive workplace

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Consumer Operations Support Specialist - Telesales & Retentions

Job Description

Job Responsibility

Requirements

Nice to have

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Consumer Operations Support Specialist - Telesales & Retentions

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