Customer Services Operations Expert

Your dream job does exist. 

Discover it at Vodafone!

Join our journey as we connect for a better future. Ready?

We are looking for a Customer Services Operations Expert

First things first: Our Brand.

We are a digital brand and a global technology company, operating in the fields of telecommunication, e-commerce, gaming, insurance, TV, tech-fin and payment systems, currently in 21 countries. 

With our expertise and passion for digitalization at Vodafone, we are a global center of excellence that sets the pace in the industry. 

We are proud to export our successful practices abroad, while transferring our global know-how to our country.

We have a global team of more than 90.000 colleagues taking part in a transformative and an exctiting journey.

Our Spirit, Our Way.

Here are the key behaviours that help us bring our Spirit and Purpose to life: 

Earn customer loyalty: Small things do matter. 

Experiment, learn fast: Just take the chance. 

Create the future: That s possible. 

Get it done, together: It s up to each of us to make it happen.

Here, everyone can feel free to be themselves and express their ideas.

We are proud to have the most flexible #hybrid way of working in Turkey. 

Together with your team, you can decide which days to come to the office depending on your work requirements. 

Another favorite: Meeting-free afternoons! Every Friday, arrival of the noon means we can start to take it easy: spend time working on our personal development or catching up with our team. We call this #CumaKafas (Friday mood :)).

And yes we are Agile! The world is constantly changing. And we cannot afford not to! Our journey began by simplifying our organizational model and transforming into a more agile structure that now we use extensively, especially in our development processes.

Why is this role really critical to us? 

• We are looking for a team mate who will be responsible for Call Center Infratructure and functionalities like DTMF IVR, Tobi Voice, Tobi Live Chat, Avaya & Genesys products services operation on 7/24 time manner. 

How will you spend your time at Vodafone? 

• Responsible & Service Owner for Avaya & Genesys Call Center Technologies products and services
• Responsible to take an active role in the transformation from Avaya to Genesys
• Responsible for all 7/24 Level 2 Operations in a proactive manner (Deployments, Monitoring, Troubleshooting, SLA/OLA Management, Service Capacity Management, Service Network Management, Service Incident Management, Service Problem Management, etc) for corresponding products and services
• To ensure appropriate measurement and reporting of service performance, usage and availability is in place in order to analyse the trends to identify and prioritize improvements and lead them
• Implementing correct measurement of capacity demands
• Maintaining a close relationship with the respective departments (marketing, project office, infrastructure, development) to be aware of any changes to or additions to the current scope of the services
• Leading micro groups and projects

You are just the person we ve been looking for, if you have: 

• 4+ years experience of Call Center Technologies, IT concepts
• Significant experience in Avaya & Genesys products.
• Significant experience on Avaya IC Administration & Troubleshooting
• Experience for installations, configurations and troubleshooting(maintenance services) of Genesys Components.
• Significant experience of TCP/IP networking
• Significant experience on UNIX/ Linux/Windows Operating system.
• Experience in Cloud Platforms.
• Experience in CI/CD flow desing and implementation.(Azure DevOps/Jenkins)
• Confidence in a container orchestration tool such as Openshift.
• Experience of application servers (Weblogic, WebSphere, Tomcat)
• Experience of databases (Oracle, MsSql, MySql, Mongo, Cassandra, etc)
• Experience of UNIX/Linux Shell Scripting, Windows Batch/PowerShell Scripting, Oracle PL/SQL, MSSQL systems
• Experience of HTTP, SIP, H.323, SS7 Protocol
• Experience of Management & Debugging Tools (JConsole, SoapUI, JMeter, Tcpdump, Wireshark, Fiddler, etc) will be plus
• Experience of monitoring tools (Kafka, ELK, Wily, AppDynamics, Dynatrace, Oracle Enterprise Manager, Tivoli(Netcool), SNMP, etc) will be plus
• Experience of Python scripting will be plus
• Collaborate with other call center professionals to improve customer service
• Ability to create mid-term & long-term Call Center strategies
• Excellent command of English
• Good team player skills 
• Ability to work with ambitious timelines in a dynamic, high-growth environment
• Strong communication / interpersonal and decision making skills – ability to balance conflicting interests
• Familiar with working in an international environment

Get to know us

If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr

https://www.vodafone.com.tr/insan-kaynaklari

Instagram: https://www.instagram.com/vodafonekariyer/

Youtube: https://www.youtube.com/user/VFTurkiye

This role has a #Hybrid working model

Wait for it: Our benefits!

We like to keep them flexible:

Vflexy: Flexible Benefits Program 

Hybrid working kit

Ergonomic kit allowance 

Digital meal voucher

Flexible transportation allowance.

Employee assistance hotline & counselling

Comprehensive and flexible private health insurance

Discounted price deals for wide range of products & services 

Plus, plenty more to enjoy!

#LI-Hybrid 

Data Privacy

By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/ for further details.

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