Communications, Processes & Procedures Improvement at Vodacom

Create, plan and implement processes and procedures to guarantee an improved operation;
Support the operational teams to create and implement their working processes and procedures;
Create and review all the communication that is shared with our Customers and employees (touchpoints);
Review our social media platforms (App, website, facebook and etc.) to assure it has the correct language, aligned to our ways of communicating;
Review and follow up activities relating to improvement of operational processes and procedures including maintaining a database of actions performed (ex. Changes of processes and reasons for changes);
Participate in program initiatives undertaken by the operations team (Call Centre; Credit control; retail and etc.);
Assess the communication model used in our touch points and recommend improved ways to increase the Customers’ satisfaction;
Support the training of new Team Members, as required;
Efficiently distribute the responsibilities throughout the team and follow up on its conclusion;
Assist any area with scoping new improved ways of working.

Strong analytical skills;
Self-starter who challenges the status quo and strong work ethic;
Ability to work in a fast-paced, multi-task environment and apply various areas-specific business processes to individual service request situations;
Effective probing and problem-solving skills, with a demonstrated ability to gather information, assess issues accurately and assign the appropriate level of priority;
Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning;
Established organizational, coordination, documentation and time management skills with ability to multi-task and sustain concentration over a prolonged period of time, paying attention to detail;
Strong interpersonal skills and demonstrated ability to work effectively in a team; and
Comfortable and effective working independently and interdependently.

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