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Support Services Supervisor

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  Support Services Supervisor The purpose of the Support services supervisor is to manage the WFM, MIS, QA, Training and CX Improvement support functions for the call centre  to ensure optimized delivery. 


Key Responsibilities:

  1. Workforce Management (WFM): Oversee WFM processes, including forecasting, scheduling, and adherence management.
  2. Management Information Systems (MIS): Manage MIS reporting, analytics, and insights to inform operational decisions.
  3. Quality Assurance (QA): Develop and implement QA processes to ensure high-quality customer interactions.
  4. Training: Oversee training programs for call center agents, focusing on skills development and performance improvement.


Objectives:

  • Optimize workforce efficiency and productivity
  • Improve customer satisfaction and experience
  • Enhance operational performance and metrics
  • Develop and implement process improvements

Your responsibilities will include:

 

Workforce Management (WFM)

  • Ensure accurate forecasting and scheduling to meet business demands
  • Monitor and optimize workforce adherence and productivity
  • Develop and implement WFM processes and procedures


Management Information Systems (MIS)

  • Develop and maintain MIS reports and dashboards
  • Analyze data to identify trends, opportunities, and challenges
  • Provide insights and recommendations to stakeholders


Quality Assurance (QA)

  • Develop and implement QA processes and procedures
  • Monitor and evaluate call quality, agent performance, and customer satisfaction
  • Identify areas for improvement and implement corrective actions


Training

  • Develop and deliver training programs for call center agents
  • Ensure training programs align with business objectives and customer needs
  • Evaluate training effectiveness and identify areas for improvement


Operational Excellence

  • Identify opportunities for process improvements and implement changes
  • Collaborate with stakeholders to drive operational excellence
  • Ensure compliance with regulatory requirements and industry standards


Leadership and Team Management

  • Lead and manage a team of WFM, MIS, QA, and Training professionals
  • Provide coaching, mentoring, and development opportunities for team members
  • Foster a culture of continuous improvement and operational excellence

The ideal candidate for this role will have:

 

  • Matric essential
  • Relevant 3 year Degree is essential
  • Postgraduate Qualification (Desirable)
  • Post Matric Certification
  • 3 + years of team leader / supervisory experience
  • 2 + year of call centre experience
  • Coaching experience
  • Experience in sales
  • Effective verbal and written communication skills
  • Advanced excel analytical skills
  • Moderate problem solving ability
  • Moderate computer proficiency


Core competencies, knowledge and experience:

  • Experience in call center operations management
  • Strong analytical and problem-solving skills
  • Leadership and team management skills
  • Excellent communication and stakeholder management skills
  • Familiarity with WFM software, MIS tools, and QA methodologies


Job Knowledge:

  • Telecommunication landscape
  • Knowledge of Telecommunication Competitors
  • 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 
  • Sound knowledge of accounting ( statements and invoice)
  • Sound Business Acumen

Job Related Skills:

  • Data interpretation and analysis
  • Selling and Negotiation skill
  • Moderate problem solving and decision making ability
  • Customer focus
  • Sales driven
  • Pro-active Customer Care
  • Logical thinking
  • Planning and Organising
  • Reporting

 


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.

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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