HOD: Customer Care Operations at Vodacom March, 2025

Jamii Opportunities · 2025-03-10T07:39:21+00:00

HOD: Customer Care Operations Aggregate function: Commercial Business Area: Local Commercial Operations Posting Country: Tanzania, United Republic of Full Time / Part Time: Full Time Contract Type: Permanent 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 be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. Role Purpose and Key Responsibilities Role Purpose: To oversee end to end Customer Care Operations of key Customer touch points such as the Call Centre, IVR, Digital and Back Office support. This role will be responsible to manage the vendor to deliver superior customer experience within the approved budget and the agreed contract. The role will oversee a transformation of Customer Services into a differentiated and superior experience to all customers by efficiently managing and controlling resources. Key Responsibilities: Lead and execute the Customer Care Operations Strategy leveraging and encompassing the wider Customer Service Strategy of the organisation. Ensure all strategic initiatives and plans are rolled out to relevant touch points and support the defined customer segments. Manage the business partner relationship to ensure performance delivery and resource management at all times. Ensure deliverables are within approved budget and contract Work with Channel and Product Owners to ensure appropriate action plans are in place to bring the Customer Service Strategy to life by driving performance improvement and alignment to best practices. Provide consolidated reporting to management regularly on progress to plan Drive need to contact efficiencies through call reduction initiatives, promotion of alternative channels and self-care and root cause analysis with a focus on digital initiatives. Manage quality of frontline support Manage outbound activities including surveys and Telesales Manage deployment of resources in order to best achieve KPIs, balancing efficiency, increasing complexity of products & services, and customer needs. Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing for internal and outsourced staff. Sets goals and targets regarding all Customer Services Operations in line with Company vision, goals and objectives. Responsible for Performance management process, Recruitments, coaches and appraises in the team. Supervises direct subordinates in the context of Customer, Simplicity and Growth, in a way that gives freedom to them delivering their goals, learn more and bring new ideas in the team and the business. Financial Management – manage budgets, drive down costs wherever possible Qualification; Core competencies, Knowledge and Experience Degree in Business Administration or any other related field. 7 years of experience in Customer Operations or Business Analysis or Programme Management 3+ years of customer service operations management, Business Partner and Vendor Management Strong knowledge and experience of Global Corporate Operation model. Excellent written and verbal communications skills; Strong personal impact and influencing skills Strong management skills Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions Our 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. How to Apply: This is Full-time Job, To submit your application, please follow the link provided below.

Thread starter Jamii Opportunities
Start date Mar 10, 2025
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ajira tanzania fursa jf nafasi za kazi

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HOD: Customer Care Operations at Vodacom March, 2025

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