International Account Senior Lead - VOIS

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking an experienced professional to lead international customer care operations by managing and developing a team of advisors. This role focuses on driving performance, enhancing customer experience, and ensuring adherence to operational standards while continuously improving processes and team capability within a dynamic contact centre environment.

What you’ll do

Lead, coach, and support a team of up to 15 advisors, ensuring high levels of engagement and performance
Facilitate regular performance reviews and structured feedback sessions using established frameworks
Monitor real-time operations, ensuring productivity and service levels meet organisational targets
Translate business strategy into clear actions through team briefings and process updates
Drive key performance metrics, addressing underperformance and ensuring compliance with policies
Analyse NPS and KPI performance, identifying gaps and delivering actionable insights to management
Support the implementation of operational plans and continuous improvement initiatives
Develop team capability by identifying upselling and cross-selling opportunities
Act as a point of support for team-related matters, fostering an inclusive and collaborative environment

Who you are

Demonstrated ability to lead teams effectively within a customer care or contact centre environment
Strong interpersonal awareness with the ability to manage people and build positive working relationships
Effective problem-solving and analytical skills, with attention to performance data and trends
Ability to communicate clearly and deliver value-driven solutions to customers
Committed to continuous learning and self-development
Experience working across multiple systems and tools in a fast-paced environment
Fluency in German at C2 level (spoken proficiency)
Experience of 1–2 years in a customer care environment
Strong verbal communication, reporting, and sales skills
Proficiency in MS Office tools is advantageous

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

Opportunity to lead and shape high-performing international teams
Exposure to global customer operations and cross-functional collaboration
Continuous learning through hands-on leadership and operational excellence initiatives
A supportive environment focused on growth, performance, and inclusion

What skills you will learn

Advanced leadership and team development skills in a contact centre setting
Data-driven decision-making through KPI and performance analysis
Customer experience optimisation and NPS improvement strategies
Strategic thinking aligned with operational execution
Stakeholder communication and performance coaching techniques

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Alert

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Follow us on social media

LinkedIn: https://www.linkedin.com/company/vois/
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You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2