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This role is dedicated to driving service excellence through strategic engagement with Managed Partners, ensuring customers enjoy a seamless and satisfying experience via the contact centre. It provides focused leadership and accountability for frontline teams servicing our high-value customer segment. This role is responsible for overseeing daily operations across outsourced partner sites, ensuring they align with the established operating model. It focuses on driving consistent execution of service standards to elevate customer satisfaction and loyalty. By leading performance management initiatives, the role enhances team effectiveness and service delivery. Additionally, it involves cross-functional collaboration to plan and coordinate activities that support broader business objectives and deliver positive customer outcomes. A key focus is maintaining commercial acumen to drive partner performance, optimize cost efficiency, and support sustainable business outcomes.

• To build and maintain optimal relationships with key stakeholders within internal environment and Outsourced portfolio
• To manage day to day activities at outsourced operations
• To manage outsource contracts and ensure service delivery in line with Vodacom’s stringent standards
• To co-ordinate issue resolution at Outsourced Operations
• To establish benchmarks and support outsourced operations to achieve targets
• To establish and maintain a culture of continuous improvement to continually improve our service offering to our customers
• To practice Financial prudence and structure operations to achieve efficiencies
• Pro-actively audit environments to ensure operational discipline
• To conduct outsource vendor negotiation
• Ensure Management and administration of budgets for Contracts
• Assist with operationalising new lines of business
• Act as an escalation point within Vodacom to actively champion and drive fixes upstream within Vodacom that impact your ability to create the frictionless experience for Vodacom Customers
• Act as an escalation point to senior stakeholders within your environment to actively champion and ensure that you drive and deliver on downstream fixes within your business to create a frictionless experience for Vodacom Customers
• Engage and Manage Change Requests (CR) across three elements: New CR’s , Renewed CR’s or end of life CR’s
• Support Proof of Value Initiatives
• Perform Health Checks to ensure that as a partner your service commitments are being delivered as agreed within the SOW and Commercial documents, where there is a deviation he will initiate a partner improvement plan that is signed off with committed actions and dates to redress non- performance or slippage
• Actively drive customer advocacy

• Matric
• Relevant 3 year Degree/Diploma
• Minimum of 5-8 years Call Centre Experience is essential
• At least 2 years must be of Contract Management and 2 years Call Centre Outsourcing Experience is essential
• With a minimum of 2 years at Supervisory and or Management experience is essential

OR

• Matric
• Minimum of 8 years Call Centre Experience is essential
• At least 2 years must be of Contract Management and 2 years Call Centre Outsourcing Experience is essential
• With a minimum of 18 months at Supervisory and or Management experience is essential

• High Knowledge of the Call Centres is essential
• Knowledge of Customer Service is essential
• Knowledge of Outsourcing principles is essential
• Knowledge of Contract management is essential
• Knowledge of Budget management is essential
• Negotiation Skills are essential
• Analytical Skills are essential
• Inter-personal Skills are essential
• Leadership Skills are essential
• Conflict Management Skills are essential
• Excellent Communication (Written & Verbal) Skills are essential

• 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: 21 November 2025

The base location for this role is Cape Town

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.