Cops Planning and Insights Manager
2 weeks ago
**Role Purpose**:
Accountable for the end-to-end Customer Care short & long term strategy from planning to execution and ensure its alignment and integrity with strategic directions of the department, Vodafone Egypt, and Vodafone Group.
**Key Accountabilities & Decision Ownership**:
**Planning and Operational Budgeting**
- Accountable for Customer Care end-to-end short
- & long-term strategy formulation accommodating for any potential risks and opportunities that may arise during the forecasted cycle and ensuring its alignment and integrity with the overall strategic direction of Vodafone Egypt and Vodafone Group.
- Fully accountable for planning and availing the required operational resources for COPs in terms of headcount, seating, OpEx, CaPex and systems through annual budget and subsequent quarterly forecasts.
- Responsible for Identifying and implementing workload reduction & efficiencies opportunities through Agile Methodology (Digital Squads and processes re-engineering) (Avg. 10% annual efficiency target)
- Represents COPs in all budget/financial activities across Vodafone Egypt and Group.
- Responsible for all financial related matters with the venders from invoicing to settlement according to contractual agreement.
**Vendor Management**
- Responsible for reducing customer care cost to serve and increase operational efficiency through identifying and pursuing further outsourcing opportunities.
- Design and implement contractual KPIs to ensure quality of service offered to VFE and customers.
- Acts as CC SPOC with Supply Chain and Technology in vendor’s selection and establishment of new outsourcing call centres (connectivity, systems related and contractual agreements).
- Responsible for the monthly workload distribution between different venders based CC service models, vendor performance and price Design and implement governance and performance review meetings with the vendors to ensure compliance to contractual agreement, CC policies and operational plans.
- Responsible for all financial related matters with the venders from invoicing to settlement according to contractual agreement.
**Operational Reporting, Insights and Governance**:
- Responsible for functional areas reporting requirements and ensure delivery of accurate and timely reports.
- Provide the department with appropriate and in-depth analysis on the department’s operational performance, with improvement recommendations supporting the decision-making process.
- Analyses key indicators, and benchmarks vs. the competitor and supports the operational teams with reasoned analysis e.g. extracting the root causes behind deviations etc.
- Responsible of delivering the statistical models “trend projection - regression and seasonal analysis” and operational models to verify its ability to support the decision-making. & Coordinate with TD department to automate reports generation
- Analyses data to identify best practice in one area and ensures that other areas are made aware of specific benefits that could be achieved.
- Acts as interface to Commercial Insight Team Identify changes in customer demand behavior and ensures actionable tasks are carried out, together with measurement of their success.
- Responsible for Identifying cost reduction opportunities with proper recommendations (Avg. 15% annual operational efficiency target on CC)
- Reporting & analysis for the consumer post-paid and enterprise billing & bad debt and identify opportunity to improve collection (AVG Billing 200 M Monthly) and (AVG of bad debt 70 M annual)
- Reporting & measuring performance of commercial related operations (prepaid activations & CVM (AVG Cost 50 M)
- Identify customer turn off points and drive initiatives to increase customer care NPS.
- Accountable for delivering in-depth analysis on operational performance and improvement recommendations in order to support the decision-making process.
- Provides value-added-services to senior management e.g. emerging trends, cost reduction initiatives, customer turn off points, customers calling and payment behaviors etc.
- Responsible for the annual operational plan development, governance and post-mortem analysis to deliver on VF CC Strategy.
- Responsible for Designing and implementing governance dashboard and Module for all COPs operations in terms of operational and financial KPIs versus planned targets.
**Core Competencies, Knowledge, and Experience**:
- Excellent commercial acumen and ability to identify and solve varied business problems and excellent stakeholder’s management.
- Advanced knowledge of call center industry (systems, processes, techniques)
- Demonstrated leadership and organizational skills with cross-functional teams.
- Excellent & proven ability to be initiative and decisive.
- Flexibility and ability to manage in a fast-changing environment - ability to reorganize resources at short notice to deliver required results.
- Strong interpersonal, people management, leadership and comm
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