Specialist : Marketing

Vodafone; Mbombela; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading telecommunications company in Mpumalanga seeks a candidate to manage day-to-day operations of an outsource partner, ensuring exceptional service delivery for customers. The ideal applicant will have a relevant diploma, extensive experience in call centre operations, and a supervisory background. This role offers competitive benefits including retirement funds and cell phone advantages.

Benefits

Enticing incentive programs

Retirement funds

Cell phone and data benefits

Exclusive staff discounts

Qualifications

• 5-8 years relevant experience in Call Centres.
• Ability to supervise outsourcing processes.
• In-depth knowledge of Call Centre technology.

Responsibilities

• Develop relationships with outsource providers.
• Supervise call centre outsourcing processes.
• Draft reporting on outsourced operation metrics.

Skills

Contact Centre Operations experience

Supervisory or Management experience

Matric

Business Analyst Experience and Knowledge

Telecommunication Industry knowledge

Education

3-year relevant Diploma / Degree

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

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.

Responsibilities

• Develop and maintain optimal internal and external outsource provider relationships.
• 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.

Qualifications

• Matric (Essential).
• 3‑year relevant Diploma / Degree (Essential) or 3‑year relevant Diploma / Degree (Desirable).
• 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

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

Benefits

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

Base location: Nelspruit.

Closing date for Applications: 18 September.

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.