Operations Control Analyst
Operations Control Analyst – Manchester
Competitive salary + excellent benefits
About the role
This role is part of a team responsible for the real time monitoring across the entire estate from Sales, to Care, Consumer to Enterprise and all of the services being provided to our UK customers by both in house and outsourced partners both from within the UK and globally in our contact centres.
This accountability spans all channels from digital, to inbound voice contacts, customers using our website, App or talking to us via Web chat and social media. For breadth and pace this role can’t be beaten and requires the ability to work as part of a team, be comfortable with data and management information, managing senior stakeholders and above all working under pressure and in a fast pace environment.
The individual will interface with multiple areas of the business and a number of senior stakeholders helping the operations drive in day and intraday performance as well as leading on events to ensure we react quickly to mitigate and restore service to customers following our business continuity plans and procedures
Key skills and experience
- Strong Analytical skills and experience
- Excellent communication skills
- Ability to work well under pressure
- Experience with the Microsoft Office suite
- Ability to work on a shift pattern
Customer Operations at Vodafone
We’re passionate about exceeding our customers’ expectations and making a big difference to their lives, always going the extra mile to deliver the best possible service. Whether it’s on the phone or online, we are there to provide vital support when our customers need it. We strive to make sure that through our products & services, people feel free to live their lives their way and that their journey with us is a simple as it can be.
Joining Vodafone is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.
Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.
And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career, and a choice of benefits to suit your lifestyle.
Commitment from Vodafone
Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodafone you will have access to our excellent flexible benefits programme that you would expect from any global company.