Specialist: On Site Support needed at Vodafone Global Enterprise

Role Purpose/Business Unit:

• The purpose of this role is to conduct day to day management of an outsource partner, in a manner that is in line with excellent service delivery that provides an unmatched experience for Vodacom customers.

Your responsibilities will include:

• To develop and maintain optimal internal and external outsource provider relationships
• To supervise call centre outsourcing processes in order to ensure consistency to Vodacom standard
• Plan, monitor and engage outsource vendor to ensure that the required outsource performance is consistently achieved
• Co-ordinate activities associated with all new products, processes and procedures to ensure that it is integrated into the outsourced operation
• Ensure that the appropriate resource management is conducted in collaboration with workforce management and other outsource parties
• Draft and submit reporting on all metrics relating to the outsourced operation
• Drive recommendations and business improvement opportunities

Core competencies, knowledge, and experience:

• Presenting and Communicating Information
• Planning and Organising
• Deciding and Initiating Action
• Analysing
• Leading and Supervising
• Delivering Results and Meeting Customer Expectations
• In depth Knowledge of the Call Centres is essential (including Call Centre Technology)
• Sound knowledge of project management

The ideal candidate for this role will have:

• Matric (Essential)
• 3 year relevant Diploma/Degree (Essential) or 3 year relevant Diploma/Degree (Desirable) with 3-5years’ relevant experience
• Contact Centre Operations experience (Essential)
• Supervisory or Management experience (Preferred)
• Business Analyst Experience and Knowledge (Preferred)
• Telecommunication Industry (Essential)
• Call Centre Outsource experience (Preferred)

OR

• Matric (Essential)
• 5years’-8 relevant experience
• Contact Centre Operations experience (Essential)
• Supervisory or Management experience (Preferred)
• Business Analyst Experience and Knowledge (Preferred)
• Telecommunication Industry (Essential)
• Call Centre Outsource experience (Preferred)

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 09 July 2025