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 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.
, 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.
odafone.
om.
r https://www.
odafone.
om.
r/insan-kaynaklari Instagram.
https://www.
nstagram.
om/vodafonekariyer/ Youtube.
https://www.
outube.
om/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.
odafone.
om/privacy-policy/turkey/  for further details.
Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.