Support & Governance Specialist - Italian Speaker

Job description / Role

Role Purpose:

Responsible of all the offline tasks& activities and Real-time Management in Italy Enterprise team.
As a RTM specialist is responsible for achieving the delivery and commercial targets while ensuring the stability and uptime of the Client systems and connectivity and take necessary contingency actions in case of problems to resolve any daily events related to queues performance.
Making full governance on all workload flow, escalations, backlog, volumes distribution priority and severity

Key Accountabilities and Decision Ownership:

- Responsible of preparing all daily, weekly& monthly reports related to work and delivery in Back Office& Frontline.
- Monitoring / Reporting Operation's Performance.
- Achieving all contractual performance, SLA and productivity.
- Manage the daily volume between the agents to ensure achieving the SLA on daily basis.
- Sending daily, weekly and Monthly reports upon the client request.
- Manage schedules, Annual leaves& updating attendance tracker.
- Escalate all technical issues related to operation to the appropriate channel on time and make sure to follow up till the resolution
- Escalate all users/ credential issues and conduct the necessary follow up.

Requirements

Core Competencies, Knowledge and Experience:
- Strong Microsoft office knowledge
- Strong Microsoft Power Apps knowledge
- Proven strong reporting experience
- Proven stakeholder management experience
- Ability to address and resolve conflicts
- Strong communication skills

Must Have Technical / Professional Qualifications:
- BS Degree
- Fluent Italian speaker, C1
- Fluent English speaker, C1
- High soft skills and problem solving
- High Data Analytical Skills
- Strong presentation skills
- High level of planning & development

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.