Monday , February 26 2024


Website Rand Water

About the job

Role Purpose

This role focusses on executing service excellence through Partners, that enables customers to have an easy and enjoyable experience via the Contact Centre, Digital, Email and or but not limited to Chat services. To manage day to day activities at outsourced operations for the Vodapay contact centre and to deliver and execute our IA strategy in VodaPay by utilising robotics to fully or partially automate processes and ensuring that new automated journeys are streamlined to support great customer experiences. This role requires a passion for the customer, strong execution, strong digital skills, delivery capability and the operational expertise to manage partners across geographies, locations and touch points. Commercial competency and planning cross-functional team activity is critical to the role.

Your Responsibilities Will Include

To build and maintain optimal relationships with key stakeholders within the internal environment and Outsourced portfolio

To manage day-to-day activities at outsourced operations, and be integrated into the Vodacom Financial Services and Digital work streams

To manage outsource contracts and ensure service delivery in line with Vodacom’s stringent standards

To Execute on the- AI VodaPay strategy and update quarterly to inform product and feature roadmaps

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 through digital technologies and platforms

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 operationalizing new lines of digital support centres

Act as an escalation point within VodaPay to actively champion and drive fixes upstream within VodaPay that impact your ability to create the frictionless experience for VodaPay Customers through digital platforms

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

The Ideal Candidate For This Role Will Have

Relevant 3-year degree


Relevant 3yr Degree/Diploma

A minimum of 5-8 years of Call Centre Experience is essential

At least 2 years must be of Contract Management and 2 years of Call Centre Outsourcing Experience is essential

Transforming existing business capability from a traditional business model into a digital framework

Leadership, management and supervisory experience

Project management

Digital product management

Core Competencies, Knowledge And Experience

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

Digital skills

Conflict Management Skills Are Essential

Excellent Communication (Written & Verbal) Skills are essential

Strong business acumen with in-depth understanding of the contribution of the domain to the wider digital business strategy

Excellent collaboration and stakeholder management skills across the business and technical domain

Understanding of telecommunications, financial services, digital services market and emerging business trends

Closing date for Applications: 13 March 2023

The base location for this role is Midrand, Vodacom 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.

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