Job Description
Job Description:
Drive decisions for operational activities and set strategic goals
Lead operations for UK through multi-channel (Back Office, Web-Chat, Voice & Converged)
Account manager and single interface with partners, owning the pipeline growth, efficiency and transformation of service for any given market.
Accountable for performance, compliance, delivery, BCP and CXX across locations with the focus of providing a consistent approach and partner experience for any given market.
Accountable for governance plans for demand management, P&L, budget reviews, capacity planning and driving operational efficiency.
Lead strategic programs with operations managers and partners to streamline plans for ongoing improvements and drive higher customer resolution index.
Owns SPIs, OPIs and MPIs and resource delivery while ensuring optimum utilization and productivity across multiple lines of business.
Defines the operational framework and reviews progress with Local Markets’ senior leadership on quarter and annual basis and leads business plans implementation across service lines.
Who you are
• Advanced knowledge of Customer Care, Service Channels (systems, processes, techniques, etc.).
• Proven ability in building and growing internal and external business relationships.
• Proven record of involvement in business critical projects experience.
• Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback.
• Strong commercial awareness and understanding of commercial business units.
• Data aware and analytical capability to translate operational metrics into customer experience
• Advanced analytical and data interpretation skills
• Must be willing to travel once quarterly.
• Highly motivated self-starter who can drive changes with passion for Vodafone
• Excellence mind-set striving to exceed expectations
• Must have off shoring background
Original job /1+/0+/2026/ Vice President- Contact Center posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
Drive decisions for operational activities and set strategic goals
Lead operations for UK through multi-channel (Back Office, Web-Chat, Voice & Converged)
Account manager and single interface with partners, owning the pipeline growth, efficiency and transformation of service for any given market.
Accountable for performance, compliance, delivery, BCP and CXX across locations with the focus of providing a consistent approach and partner experience for any given market.
Accountable for governance plans for demand management, P&L, budget reviews, capacity planning and driving operational efficiency.
Lead strategic programs with operations managers and partners to streamline plans for ongoing improvements and drive higher customer resolution index.
Owns SPIs, OPIs and MPIs and resource delivery while ensuring optimum utilization and productivity across multiple lines of business.
Defines the operational framework and reviews progress with Local Markets’ senior leadership on quarter and annual basis and leads business plans implementation across service lines.
Who you are
• Advanced knowledge of Customer Care, Service Channels (systems, processes, techniques, etc.).
• Proven ability in building and growing internal and external business relationships.
• Proven record of involvement in business critical projects experience.
• Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback.
• Strong commercial awareness and understanding of commercial business units.
• Data aware and analytical capability to translate operational metrics into customer experience
• Advanced analytical and data interpretation skills
• Must be willing to travel once quarterly.
• Highly motivated self-starter who can drive changes with passion for Vodafone
• Excellence mind-set striving to exceed expectations
• Must have off shoring background
Original job /1+/0+/2026/ Vice President- Contact Center posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
💡 Quick Summary
Seeking a career-building opportunity? The Vice President | Contact Center position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
