{"id":1216,"date":"2025-04-07T12:02:06","date_gmt":"2025-04-07T12:02:06","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/tanzania\/job\/hod-customer-care-operations-at-vodacom\/"},"modified":"2025-07-11T00:50:07","modified_gmt":"2025-07-11T00:50:07","slug":"hod-customer-care-operations-at-vodacom","status":"expired","type":"job_listing","link":"https:\/\/jobs.dataaxisnode.com\/tanzania\/?post_type=job_listing&p=1216","title":{"rendered":"HOD: Customer Care Operations at Vodacom"},"content":{"rendered":"<p>Aggregate function: Commercial<br \/>\nBusiness Area: Local Commercial Operations<br \/>\nPosting Country: Tanzania, United Republic of<br \/>\nFull Time \/ Part Time: Full Time<br \/>\nContract Type: Permanent<br \/>\nAt Vodafone, we\u2019re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it\u2019s our human spirit, together with technology, that empowers us to achieve this.<br \/>\nWe 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.<br \/>\nWith us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.<br \/>\nRole Purpose and Key Responsibilities<br \/>\nRole Purpose:<br \/>\nTo oversee end to end Customer Care Operations of key Customer touch points such as the Call Centre, IVR, Digital and Back Office support.<br \/>\nThis role will be responsible to manage the vendor to deliver superior customer experience within the approved budget and the agreed contract.<br \/>\nThe role will oversee a transformation of Customer Services into a differentiated and superior experience to all customers by efficiently managing and controlling resources.<br \/>\nKey Responsibilities:<br \/>\nLead and execute the Customer Care Operations Strategy leveraging and encompassing the wider Customer Service Strategy of the organisation. Ensure all strategic initiatives and plans are rolled out to relevant touch points and support the defined customer segments.<br \/>\nManage the business partner relationship to ensure performance delivery and resource management at all times. Ensure deliverables are within approved budget and contract<br \/>\nWork with Channel and Product Owners to ensure appropriate action plans are in place to bring the Customer Service Strategy to life by driving performance improvement and alignment to best practices. Provide consolidated reporting to management regularly on progress to plan<br \/>\nDrive need to contact efficiencies through call reduction initiatives, promotion of alternative channels and self-care and root cause analysis with a focus on digital initiatives.<br \/>\nManage quality of frontline support<br \/>\nManage outbound activities including surveys and Telesales<br \/>\nManage deployment of resources in order to best achieve KPIs, balancing efficiency, increasing complexity of products &amp; services, and customer needs.<br \/>\nImplement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing for internal and outsourced staff.<br \/>\nSets goals and targets regarding all Customer Services Operations in line with Company vision, goals and objectives.<br \/>\nResponsible for Performance management process, Recruitments, coaches and appraises in the team.<br \/>\nSupervises direct subordinates in the context of Customer, Simplicity and Growth, in a way that gives freedom to them delivering their goals, learn more and bring new ideas in the team and the business.<br \/>\nFinancial Management \u2013 manage budgets, drive down costs wherever possible<br \/>\nQualification; Core competencies, Knowledge and Experience<br \/>\nDegree in Business Administration or any other related field.<br \/>\n7 years of experience in Customer Operations or Business Analysis or Programme Management<br \/>\n3+ years of customer service operations management, Business Partner and Vendor Management<br \/>\nStrong knowledge and experience of Global Corporate Operation model.<br \/>\nExcellent written and verbal communications skills; Strong personal impact and influencing skills<br \/>\nStrong management skills<br \/>\nStrong Analytical skills \u2013 able to assess reports, identify issues, root cause, and recommend solutions<br \/>\nOur 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.<br \/>\nSharing is Caring! Click on the Icons Below and Share<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"https:\/\/opportunities.vodafone.com\/job\/Dar-es-Salaam-HOD-Customer-Care-Operations\/1168435201\/","_company_name":"Vodacom","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-categories":[],"job-types":[12],"class_list":{"0":"post-1216","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-tanzania","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-listings\/1216","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/media?parent=1216"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job_listing_region?post=1216"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-categories?post=1216"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/tanzania\/wp-json\/wp\/v2\/job-types?post=1216"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}