Accountabilities and Key Activities / Decision Areas
International Account Supervisor German operations
Team Coaching and Development
Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
Facilitate performance reviews using the “Performance Dialogue” Framework for team members.
Ensure all team members adhere to Vodafone policies and procedures.
Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.
Team Support
Manage the Human Resource aspects of your team members including the provision of support, counselling, guidance and advice.
Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
Ensure efficient and effective dissemination and communication of information to team members
Manage team and departmental Reward and Recognition Programs
Customer Support
Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
Be a point of escalation in the handling of customer queries and complaints to the point of resolution
Maintain an up to date personal and team knowledge of Vodafone products and services.
Be responsible for the real time activity and agent productivity within the Contact Centre.
Leadership
Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact center in line with our departmental goals
Participate in the preparation and implementation of operational plans
Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.
Undertake project work as directed by management
KPIs/Measures
Adherence to coaching team members monthly on call quality
Team Adherence to Vodafone policies and procedures (team understanding)
Team adherence to Privacy and Credit Guidelines
Team knowledge of products, services and applications.
Quality of communication with internal and external customers.
Deliver performance reviews and development plans
Adherence to the facilitation of monthly/fortnightly team meetings
Adherence to facilitating monthly one on one meetings with team members
Effective management of team and departmental reward and recognition programs.
Alignment to Vodafone is Brand Essence and high performance culture
Implementation and support of the Service Business Plan Goals
Role Dimensions
Leading and developing a medium team of agents/ advisors and providing support for knowledge, quality in an efficient manner.
Person Specification
Competency / Performance Drivers
Get it done together
Earn customer Loyalty
We create the future
Experiment & Learn fast
Technical / Professional Expertise
Personal Skills
Flexible working hours and location
Ability to work on a 24 hours shift basis that will include night hours.
Have experience within a contact centre or customer service environment of minimum 2 years
Customer service oriented.
Discipline & strict compliance with policies & procedures.
Ability to learn, seek knowledge and self-development.
Technical Skills
Excellent Command of the German Language
Strong reporting and analysis skills.
Strong verbal communication skills.
Demonstrates a positive, enthusiastic, friendly attitude.
Proficiency in using MS Office application.
Share knowledge with colleagues and the immediate departments.
Proactively manage personal work standards and development
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