Senior Ops Support Lead — CX & Efficiency

Vodafone Group Plc; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive benefits

Medical aid

Staff discounts

Phone and data allowance

Job summary

Vodacom is seeking a skilled professional for operational support focused on improving customer experience, escalation management, and cost efficiency. You will handle network coverage queries, escalate issues, and manage key client relationships with Tier 1 VB customers.

Responsibilities include reporting on client issues, root-cause analysis, and first-line technical assistance for activations. The role emphasises customer experience improvements and collaboration across regional teams.

Qualifications

• Minimum 3-year National Diploma or Degree in Computer Networks or Computer Science, Operations Management, or similar field.
• 5+ years’ experience in customer query resolution, network operations support, service management or related telecommunications environment.

Responsibilities

• Serve as the primary point of contact for VB-related network coverage queries.
• Channel complaints to stakeholders to enable swift resolution.
• Build and maintain positive client relationships and ensure high satisfaction.
• Compile daily and monthly reports on client issues and trends; perform root-cause analysis.
• Provide first-line technical assistance and support for activations and issues.

Skills

Communication

Problem-Solving

Interpersonal Skills

Organization

Education

Diploma or Degree in Computer Networks / Computer Science / Operations Management

Job description

Vodacom is seeking a skilled professional for operational support focused on improving customer experience, escalation management, and cost efficiency. You will handle network coverage queries, escalate issues, and manage key client relationships with Tier 1 VB customers.

Responsibilities include reporting on client issues, root-cause analysis, and first-line technical assistance for activations. The role emphasises customer experience improvements and collaboration across regional teams.