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Voice Solutions Manager
2 months ago
About Vodafone
At Vodafone, we are dedicated to shaping a brighter future through connectivity and technology. Our mission is to create a more inclusive and sustainable world, driven by innovation and a commitment to our customers.
Location: Flexible working arrangements available
Salary: Competitive base salary with performance-related bonuses and comprehensive benefits
Working hours: Full-time, 37.5 hours per week
Our Hybrid Working Model
We believe in the power of collaboration and flexibility. Our hybrid working model allows employees to balance office and remote work, fostering an environment where everyone can thrive. We encourage a presence in the office for 2-3 days a week, ensuring a supportive community while providing the necessary tools for success at home.
Who We Are
Vodafone is a leading global technology communications company, empowering individuals and organizations to stay connected in a digital landscape. Our focus on innovation and customer loyalty drives us to provide exceptional products and services that enhance communication and improve lives.
At Vodafone UK, we embrace diversity as a core value. We are proud to be recognized as a Great Place to Work and are committed to fostering an inclusive environment that reflects the communities we serve.
Role Overview
As the Voice Product Manager, you will play a pivotal role in defining the strategic direction for our Voice services. You will oversee the implementation of all IVR changes, ensuring operational excellence and continuous performance enhancement. Your leadership will be crucial in adopting new technologies from our key partners, maintaining our position at the forefront of customer experience.
Key Responsibilities:
- Develop and execute a strategic roadmap for Voice services, including business case development and benefit realization through pilot programs and full-scale launches.
- Collaborate with various stakeholders to capture a wide range of requirements, aligning them with the strategic vision.
- Ensure the IVR system operates efficiently around the clock, proactively identifying and addressing risks and issues.
- Deliver measurable improvements in customer experience and contact strategies through innovative solutions.
- Lead and mentor the Digital Voice team, driving service excellence and leveraging new technologies to enhance customer experience.
Qualifications:
- Proven experience in managing complex IVR and telephony projects.
- Strong leadership skills with the ability to inspire teams to achieve high standards.
- Excellent communication and engagement skills across all levels of the organization.
- Ability to influence senior leadership effectively.
- Experience in designing and delivering exceptional customer experiences with industry awareness.
- Deep understanding of IVR and Voice technologies.
- Familiarity with UCCaaS platforms such as Genesys or Nuance.
What We Offer
We prioritize the well-being of our employees, offering a competitive remuneration package, up to 28 days of annual leave, and additional benefits tailored to your needs. Our extensive benefits program includes employee discounts, pension plans, and share schemes. We are committed to supporting your career development with top-tier learning resources and generous parental leave policies.
Commitment to Inclusion
Vodafone is dedicated to attracting and retaining top talent by fostering a motivating and inclusive workplace. We believe that diversity is essential to our success and actively encourage all individuals to consider joining our journey.
