Specialist : Channel Management Vd

Vodafone Group; Gauteng; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading telecommunications company seeks a Specialist to manage Vodacom Direct channel performance and enhance customer experience. Responsibilities include performance monitoring, market analysis, and compliance with regulations. Ideal candidates will have relevant experience and qualifications to drive continuous improvement initiatives.

Benefits

Enticing incentive programs

Competitive benefits packages

Cell phone and data benefits

Qualifications

• Relevant Quality assurance and continuous improvement experience required.
• Telecommunication Industry experience preferred.

Responsibilities

• Monitor and evaluate commercial performance against KPIs.
• Identify process improvement opportunities and implement changes.

Skills

Analytical skills

Research skills

Problem solving

Communication

Education

Matric

3-year relevant Diploma / Degree

8+ years relevant Contact Centre experience

Job description

When it comes to putting people first, we're number 1. The number 1 Top Employer in South Africa. Certified by the Top Employer Institute.

Role Purpose / Business Unit

As a Specialist responsible for Vodacom Direct channel management, you will be responsible for monitoring, tracking, and enhancing the performance of all acquisition, base management, and retention campaigns within Vodacom Direct ecosystem.

You will collaborate closely with Vodacom Direct Business Partners, trainers, team leaders, site specialists, and campaign owners to provide actionable insights, drive performance improvement, and enhance overall customer experience.

Responsibilities

1. Commercial Performance Monitoring & Evaluation: Identify trends, gaps, and opportunities for improvement in customer interactions while monitoring and tracking the performance of all lines of business against KPIs. Conduct A/B testing to evaluate different approaches and determine the most effective tactics for achieving campaign objectives.
2. Continuous Improvement: Implement insights and learnings from data analysis and testing to refine and optimise ongoing and future campaigns.
3. Market Analysis: Conduct thorough research and analysis of market trends, customer behaviour, and the competitive landscape to inform campaign strategies.
4. Reporting & Insights: Generate detailed performance reports, highlighting key trends, agent performance metrics, and improvement areas. Provide weekly insights to management on recurring customer pain points, service gaps, and process inefficiencies. Create reporting for the lines of business, analyse the reports and data, and validate through call listening to ensure qualitative insights. Engage campaign owners from Vodacom and the business partner to coordinate the implementation of improvement plans.
5. Process Improvement & Compliance: Identify areas where processes can be optimised to improve efficiency and customer experience. Ensure compliance with industry regulations, data protection laws, and Vodacom's internal policies. Collaborate with cross-functional teams to drive initiatives that enhance service delivery and operational excellence. Work with L&D in updating training programs and materials based on findings. Implement fraud mitigation plans to minimize risks and reduce losses associated with non-payers.

Core Competencies, Knowledge, and Experience

• Presenting and Communicating Information
• Strong analytical skills
• Research skills
• Problem solving and critical thinking
• Comfortable with ambiguity and working in fluid, fast-changing environments under pressure
• Experience in quality assurance and process improvements

The Ideal Candidate

Will have:

• Matric (Essential)
• 3-year relevant Diploma / Degree (Preferred) or 8+ years relevant Contact Centre experience (Essential)
• Relevant Quality assurance and continuous improvement experience (Essential)
• Telecommunication Industry experience (Preferred)

What We Offer

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

Closing date for applications: 4 July. The base location for this role is Midrand, Vodacom Campus.

We consider our Employment Equity Plan and Targets as part of our recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Vodacom is committed to a culture that recognises, appreciates, and values diversity & inclusion.