Specialist: Marketing

Vodacom; Mbombela; On-site; ZAR 350,000 - 450,000; Full time

Job summary

A telecommunications company based in Mpumalanga is seeking a candidate to manage day-to-day operations of their outsource partner. The ideal applicant will have extensive contact centre operations experience and a background in supervisory roles. This role includes maintaining provider relationships and ensuring quality service delivery. Competitive benefits, including retirement plans and discounts, are offered.

Benefits

Enticing incentive programs

Competitive benefit packages

Cell phone and data benefits

Qualifications

• 3-5 years relevant experience in Contact Centre Operations.
• Supervisory or Management experience is preferred.
• Business Analyst Experience and Knowledge is preferred.

Responsibilities

• Develop and maintain relationships with outsource providers.
• Supervise call centre outsourcing processes.
• Plan and monitor outsourced vendor performance.

Skills

Contact Centre Operations experience

Presenting and Communicating Information

Planning and Organising

Analysing

Leading and Supervising

Education

3 year relevant Diploma/Degree

Matric

Job description

Overview

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 2025.

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

• 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

The ideal candidate for this role will have

• Matric (Essential)
• 3 year relevant Diploma/Degree (Essential) or 3 year relevant Diploma/Degree (Desirable) with 3-5 years 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)
• 5-8 years 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)

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

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: 18 September 2025

The base location for this role is Nelspruit

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.