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Call Centre Supervisor

Aggregate function:  Commercial
Business Area:  Local Commercial Operations
Posting Country:  Tanzania, United Republic of
Date Posted:  9 Jun 2026
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, 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 and Key Responsibilities

Role purpose:

  • To supervise and drive performance of the Digital Care & Social Media team, ensuring timely, professional, and consistent handling of customer interactions across all digital and social media platforms (e.g., Email, SMS, WhatsApp, Facebook, X, Instagram, App).
  • The role ensures delivery of high-quality customer experience, adherence to SLAs/KPIs, operational discipline, and continuous improvement of digital and social media engagement. 

Key accountabilities and decision ownership:

  • Drive daily digital and social media operations ensuring SLA adherence, queue management, and timely resolution of customer queries
  • Lead team performance and quality, including coaching, monitoring KPIs, and improving NPS
  • Manage digital and social media channels ensuring proper case handling, tagging, and backlog control
  • Handle escalations and critical customer issues, ensuring fast and effective resolution
  • Partner with internal teams and vendors to resolve system/process gaps and improve customer experience
  • Analyze performance data and trends to drive continuous improvement and operational efficiency
  • Ensure compliance with SOPs, data privacy, and regulatory standards

Qualifications, Competencies, Knowledge and Experience

  • Bachelor’s degree in business administration, Communications, or related field
  • 2 years’ experience in call center, digital and social media customer care operations
  • 1-2 years in a supervisory or team leader role
  • Strong product and service knowledge within telecom/customer service environment
  • Ability to lead, motivate, and develop social media and digital care advisors
  • Strong understanding of digital and social media platforms
  • Ability to manage customer sentiment and improve NPS
  • Data-driven mindset for performance tracking and decision-making
  • Excellent written communication for effective digital and social media engagement
  • Understanding of KPIs, SLAs, and call center processes

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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