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Onsite Support Specialist

Posting Country:  South Africa
Date Posted:  13 Nov 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. 
 

 

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 Vodacom’s Strategy & Service Delivery Excellence Standards. Manage operations and efficiencies through the partner whilst ensuring that all contracted matric are achieved. 

Your responsibilities will include:

 

•    To develop and maintain optimal internal and external outsource provider relationships
•    To supervise call centre outsourcing processes 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

The ideal candidate for this role will have:

 

•    Matric (Essential)
•    3-year relevant Diploma/Degree or 3-year relevant Diploma/Degree (Desirable) with 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 & back office Outsource experience (Preferred)


Core competencies, knowledge, and experience:
•    Presenting and Communicating Information- essential
•    Planning and Organising- essential
•    Deciding and Initiating Action- essential
•    Leading and Supervising- essential
•    Delivering results and meeting customer expectations- essential
•    In depth knowledge of the call centres and or back office is essential (including call centre Technology)
•    Inter-personal Skills-essential  
•    Conflict Management Skills- essential 
•    Excellent Communication (Written & Verbal) Skills -essential
•    Negotiation Skills -essential  
•    Analytical Skills - essential  
•    Decision making Skills - essential  
•    Business report writing - essential 
•    Business Relationship Strategy (Networking) - essential
•    Time Management Skills -essential  
•    Leadership Skills are and added advantage
•    Project Management Skills- essential 

 

Job Knowledge:
•    Partner interaction / satisfaction
•    Computer literate  
•    Customer centricity  
•    Business environment  
•    Billing & Control system

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: 20 November 2025. 


The base location for this role is Vodacom, Midrand Campus

 


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.
 

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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