Customer Services Operations Senior Specialist (Ankara)

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 Senior Specialist

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 #CumaKafası (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.

How will you spend your time at Vodafone? 

• Responsible & Service Owner for Genesys Outbound Call Center Technologies products and services over Windows services
• Responsible for all 7/24 Level 2 Operations in a proactive manner (Deployments, Monitoring, Troubleshooting, SLA/OLA Management, Service Capacity Management, Service Network Management, Technical Contract Management, Service Opex Management, Service Incident Management, Service Problem Management, etc) for corresponding products and services
• To ensure the service delivery is meeting the business and operational standards as an operation project leader(OPL)
• 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: 

• Significant experience of Outbound Call Center Technologies, IT concepts
• Significant experience in Genesys products, especially Genesys PureConnect, Genesys PureEngage
• Significant experience on Preview/Predictive Call Scenarios, Agent and Autodialer concepts
• Experience of TCP/IP networking
• Experience on UNIX/ Linux/Windows Operating system.
• Experience of .NET Applications, Java, Management & Debugging Tools (Wireshark, Fiddler, SoapUI, JConsole, JMeter, Tcpdump, etc)
• Experience of application servers (Weblogic, WebSphere, Tomcat)
• Experience of web servers (IIS, Apache, Nginx)
• Experience of databases (Oracle, MsSql, Mongo, etc)
• Experience of monitoring tools (Wily, AppDynamics, Dynatrace, Oracle Enterprise Manager, Tivoli(Netcool), SNMP, etc)
• Experience of Windows Batch/PowerShell Scripting, Oracle PL/SQL, MSSQL Reports, UNIX/Linux Shell Scripting,
• Significant experience of HTTP, SIP
• Experience of Python scripting will be plus
• 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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