Onsite Support Specialist at Vodafone Global Enterprise

Role purpose:

• 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 

Closing date for Applications:  03 May 2023