Cops Planning,insight&reporting Manager
3 weeks ago
**Description**:
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.
**Job Responsibility**:
- Accountable for the development of CC strategy in alignment with VFE strategy and Vodafone group directions.
- Responsible for Operations Plans development, implementation and post-mortem analysis through technical and non-technical calendars and share best practices with Vodafone Group to achieve group objectives.
- Recommends tactics to support CC strategy to meet targets and objectives
- Accountable for maximizing the efficiency of CC resources by ensuring Operational optimal resources through Analyzing data and providing forecasting trends to enable effective decision making on resource deployment
- Develops, monitors and analyses KPI’s throughout the CC functions to enable informed decisions and resource planning based on real-time performance to support the decision-making process
- Provides value-add services and recommendations to management e.g., Emerging Trends and changes in customers calling and payment behaviors.
- Identifying and implementing workload reduction & efficiencies opportunities through Agile Methodology (Digital Squads and processes re-engineering)
- Risk Assessment and Decision Making - balance strategic and legal compliance against commercial objectives, to ensure that business and functional areas understand the risks that their activities may pose to the organization as a whole, and to work with them to find ways in which to mitigate privacy risks.
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