Jobs Career Advice Signup

Send this job to a friend


Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Apr 5, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Vodafone Ghana, formerly Ghana Telecom, is the national telecommunications company of Ghana. The company in Ghana operates under Vodafone Group Plc - the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States.

    Read more about this company


    Mobile Solutions Manager

    About The Job

    Role Purpose

    • The Mobile Resolution Manager will assist the Customer Operations Manager to ensure the overall design and execution of Second level Support Mobile Experience for Vodafone Ghana

    This include but not limited to:

    • Ensure all Second Level Support Standards are implemented
    • Ensure all Second Level Support Journeys and Experience are delivered aligned with CXX
    • Track, Monitor and improve the identified Second Level Experience Pain Points for Vodafone Ghana
    • Design the overall Second Level Support Experience for Customers and all Frontline as well as the execution of the Operational Support Strategy in close collaboration with CXX
    • Define and measure CXX and Operational KPIs to ensure Second Level Support Experience is delivered in a manner that demonstrably maximises Customer Lifetime Value and Digital NPS while reducing customer churn and making the the Second Level Support channel via TOBi and MVA the preferred and loved!
    • Deliver the Second Level Customer Support roadmap and Incident Management delivering 95% Service Level across all Service Requests will support Frontline to achieve on AHT and Service Levels
    • Optimise all Second Level Mobile Support Channels
    • Application of knowledge, skills, tools, techniques and systems to define, visualize, measure, control, report and improve the Second Level Mobile Support experience with the goal to meet customer’s feedback while interacting with Frontline. With Customers preferring Online over Traditional because of the 4hour SLA delivered by the 2nd Level for specific and defined intents
    • Driving training on RPA (A Bot per staff) for the Second Level Mobile Support to ensure the team is all rounded to address escalated Mobile and Enterprise complaints
    • Ensure automation and efficiency at Second Level Mobile Support working with Product Owners

    Key Accountabilities And Decision Ownership:

    • Oversee the delivery of CARE for Second Level Mobile Support
    • Ensure all standards are implemented
    • Ensure all Consumer and Enterprise Second Level Support CXX Journeys are executed operationally
    • Ensure all performance in the Mobile channels are tracked, monitored, resolved within SLA and reported daily, weekly and monthly; while delivering on improvements
    • Custodian for the Mobile Operational customer experience working with products and channels (Consumer & Enterprise)
    • Defines the Second Level escalation experience Journey
    • Define proactive measures to ensure repeat call volumes to Experience Centre reduces by 10%
    • Defines Operational KPIs to forge ownership and results-oriented collaboration
    • Works with the Technology, Consumer, Enterprise, Fixed and VF Cash propositions teams to ensure that new product are tested, implemented with support within Second Level
    • Periodically reviews the customer experience across all Second Level Mobile Support Channels to inform the continuous improvement of the overall customer experience delivery for Operations
    • Oversee the execution of the defined Operational Customer Experience by working closely with internal and external stakeholders
    • Innovate and execute to make turnaround time on escalations no longer than 24hours
    • Work across all channels and Business Units including Retail, Call Centre, CBU, EBU and Internal Operations, to ensure alignment of execution towards the defined experience where all Agents our empowered to deliver 95% SL
    • Develops a framework for monitoring and measuring the execution of the 95% SL in 24hours
    • Engage the relevant stakeholders to develop actionable plans to remedy shortfalls in the execution of the defined Support experience

    Core Competencies, Knowledge And Experience:

    • Sharp customer-mindedness; an ability to take a typical customer view and translate to actionable business areas for Second Level Mobile Support based on products and services
    • Analytical thinking and good decision-making skills
    • Excellent stakeholder management
    • Result-oriented – able to recommend, execute and take corrective action, if appropriate
    • Able to work independently, self-directed and proactively solutions-oriented
    • Strong analytic skills and ability to quickly grasp the essence of new business and process area
    • Ability to work with cross-functional teams
    • Good writing and presentation skills

    Excellent communication skills:

    • Must Have Technical And Professional Qualifications
    • Bachelor’s degree in business administration or related discipline
    • Experience using Second Level Support & Customer Experience Management Tools
    • Telecommunications Service Quality and Operational Experience
    • Experience using Microsoft Office especially proficient in excel & PowerPoint

    go to method of application »

    Digital Transformation Analyst (Reconnect)

    About The Job

    Description - Role purpose: 

    • To lead the deployment of digital solutions in line with Vodafone Ghana’s digital strategy. 
    • To work with Technology teams and other stakeholders on Digital transformation Projects (e.g. process automation, digital self-care – MVA, TOBi, MVW, Big Data, Agile working, etc.). 
    • To provide visibility on digital transformation deliverables, driving continuous awareness and engagement across the organization on digital culture and transformation

    Key Accountabilities And Decision Ownership:

    • Work with the Digital Transformation manager to drive the Digital Telco transformation agenda for Vodafone Ghana
    • Provide strategic, analytical and research support for the organization’s digital strategy formulation and projects
    • Work with agile squads to deliver on digital projects such as MVA, TOBi, MVW, etc
    • To provide visibility on digital transformation activities and achievements, driving continuous awareness and engagement across the organisation
    • Drive achievement of digital KPIs as established in the digital roadmap
    • Drive digital and agile culture and practises across the business through training, workshops and other staff engagement activities

    Core Competencies, Knowledge and eEperience:

    • Good understanding of operational processes in the Telecom industry
    • Excellent stakeholder management and relationship building skills
    • Good interpersonal, communication and presentation skills
    • Innovative, creative and adaptable
    • Experience of digital front-end development processes
    • Must have technical / professional qualifications:
    • Strong technological background, with qualification in Computer Science, Telecommunications or an equivalent
    • Experience of digital front-end development processes
    • Experience of coordinating multiple programmes across geographically dispersed teams
    • Knowledge of Agile methodology
    • Strong data science & data analytics and problem solving skills

    Method of Application

    Use the link(s) below to apply on company website.


    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at Vodafone Ghana Back To Home

Subscribe to Job Alert


Join our happy subscribers

Send your application through

GmailGmail YahoomailYahoomail