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Contact Centre Manager

Posting Country:  South Africa
Date Posted:  3 Jun 2025
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. 
 

Role Purpose:

 

  • Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
  • Infinity Services Partner Company is looking for a Contact Centre Manager to lead all day-to-day call centre operations and manage the call centre environment.
    Day to day management of the customer experience centre to ensure all target and commercial KPI’s are met.  The manager will be responsible for instilling the Vodacom Spirit behaviour and to ensure excellent customer experience is delivered to all Vodacom Customers.  The manager is ultimately responsible for delivery on the Vodacom Customer promise.  The manager will be responsible for the day to day running of the customer experience centre, inclusive but not limited to   resource management, change management, goal setting, improvement plan design and implementation.  

Your responsibilities will include:

 

  • Accountable for achieving set strategic targets and KPI’s in line with contractual obligations
  • Drive customer advocacy
  • Drive digital adoption and utilization
  • Drive consistency, engaging and compelling branded customer experience
  • Deliver and drive strategic targets and report on the targets
  • Accountable for ensuring best suitable customer experience
  • Drive improvement in performance through leading a high performance culture
  • Embody and embed the Vodacom spirit behaviours
  • Responsible for new products training rollout times achieved
  • Responsible to ensure that all relevant administrative procedures are correct, on time and ISO compliant
  • Provide recommendations and Business improvement opportunities of digital capabilities with the support of other teams 
  • Conduct effective resource planning to maximize the productivity of resources

 

Responsible for managing services for customer

  • Responsible for customer service improvement plan implementation
  • Manage relationship with customer and Vodacom’s stakeholders.
  • Drive and achieve customer experience metrics
  • Drive and achieve sales targets
  • Partner with relevant stakeholders to create and develop industry best.

 
Provide Support

  • Drive and implement improvement opportunities 
  • Work with operational leads to implement change
  • Share best practice, ideas and lessons learnt to further drive consistencies across Operations
  • Identify areas of focus and implement strategy for improvement
  • Accountable to ensure service improvement plans for customers implemented
  • Provide support to ensure SLA's and customer expectations are met
  • Provide support to Stakeholder (Partners, Support, BI, SWARM) engagement to ensure delivery of performance and operational objectives

People Management

  • Regular performance discussions with people leaders
  • Drive and implement transformation 
  • Implement change management
  • Identify and applying career advancement opportunities
  • Address non-compliance to policy, procedure, and business rules
  • Provide input and ensure implementation of the WFM team schedules
  • Partner with training support teams to ensure all training plans and goals are achieved 
  • Support the recruitment process
  • Implement disciplinary action
  • Drive Vodacom Spirit Behaviours
  • Coach and guide operational leads (assistant managers and or team leaders to become the best in what they do)


Reporting

  • Weekly and monthly performance reports on all metrics and initiatives
  • Ad Hoc reporting requirements by Vodacom
  • Trend analysis and reporting
  • Weekly workforce reporting
  • Ensuring all weekly and monthly reporting requirements are complied 

The ideal candidate for this role will have:

 

  • 3 year relevant degree in Business/Management (advantageous )
  • 3 + years of team leader / supervisory experience
  • 2 + year of call centre consultant experience
  • Operational Management experience
  • People Leader experience
  • History of driving transformation 
  • History of driving sales targets
  • Coaching experience
  • Effective verbal and written communication skills
  • Delivery against goals
  • Advanced excel analytical skills
  • Excellent problem solving ability
  • Computer proficiency
  • Supplier must ensure that when recruiting new manager, the minimum requirements are met.


Job Knowledge:

  • Knowledge of Telecommunication landscape
  • Sound Knowledge of Call Centre Operations
  • Sound knowledge of Microsoft (Word, Excel & PowerPoint)
  • Sound knowledge of Project Management
  • Sound Knowledge of the Sales environment
  • Basic Knowledge of Converged & Fixed products
  • Basic Knowledge of Telecommunication products and service
  • Sound Knowledge of Account Management Principles
  • Sound knowledge of Service Level Agreements 
  • Fault management experience (advantage)
  • Sound Business Acumen

Job Related Skills:

  • Data interpretation and analysis
  • Selling and Negotiation skill
  • Complex problem solving and decision making ability
  • Customer focus and pro-active customer care
  • Sales driven
  • Logical thinking
  • Planning and Organising
  • Reporting
  • Employee relations
  • Process Mapping
  • People development
  • Coaching and Motivating skills
  • Presentation skills

Competencies:

  • Strong analytical skills
  • Strong digital experience in the working environment
  • Interpersonal stake holder management   
  • Excellent verbal ,written and negotiation skills
  • Able to motivate and coach others
  • Agile in Adapting to Change
  • Develop people capability
  • Quality Focussed
  • Performance Management
  • Align workforce and Strategy
  • Decision Making
  • Change Management capability
  • Project Management capability
  • Deliver results through others
  • Drive Business Benefit 
  • Understanding of WRM Principals Process design and implementation (advantageous )
  • Process mapping (advantageous )

 


Closing date for Applications: 13 June 2025.

 

The base location for this role is, Cape Town.


The company 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.

Infinity Services Partner is committed to an organizational culture that recognises, appreciates and values diversity & inclusion.

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

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