Senior Manager - Care Platforms and Technology - Vodafone Australia - Sydney

Job description
Join us on our journey at Vodafone, we want to create a lasting impression that feels good for our customers and our people. Our success relies on people who believe in the power of teams over the individual, have empathy at their core and who are passionate about achieving excellence. Potentially someone like you! If you value individual uniqueness in those around you and want a role with meaning and purpose, then read on.


We have an exciting new role to lead and drive the contact centre systems strategy across the Customer Care organisation. Reporting to the General Manager and based in Sydney, this role will leverage industry and vendor expertise to build a best practice systems approach for Vodafone. Additionally the role must identify and implement continuous improvement opportunities for contact centre systems in line with customer care strategy.

Responsibilities:
Work with the Customer Care leadership team to provide innovative systems solutions that align to team strategies
Review and upgrade contact centre systems to enable our people to provide a consistent and reliable service across all customer touch points
Monitor and manage the real time operational performance of contact centre systems
Liaise with both Vodafone IT and external vendors to ensure efficient operational performance, minimising system downtime
Manage all planned and unplanned system outages and monitor impact to reduce any negative customer experience
Continuously review and evolve systems in line with broader industry best practice
Design and drive the IVR strategy and solution for the customer care organisation

Experience Required
Strong understanding of contact centre systems
Experience working with contact centres on IVR, telephony platforms and IT systems
Knowledge of contact centre operation, practices and processes
Project management skills
Technology experience
Strong experience in managing and governing external vendors, SLAs and tender processes
Demonstrated ability to develop long/short range plans and strategies
Ability to make sound business Decisions
Think laterally “outside the square” in order to identify opportunities for improvement
Experience in designing and developing IVR solutions
Strong working experience in the Genesys product suite

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