Vodacom
Head of Customer Care Operations – Vodacom (March 2025)
Job Overview
- Position: Head of Customer Care Operations
- Department: Commercial
- Business Area: Local Commercial Operations
- Location: Tanzania
- Job Type: Full-Time
- Contract: Permanent
At Vodacom, we are committed to creating a more connected, inclusive, and sustainable world. Through innovation and collaboration, we empower people, businesses, and communities globally. Our passion for excellence drives us to enhance customer experiences, embrace new opportunities, and make a meaningful impact.
If you are looking for a career where you can be yourself, contribute your ideas, and thrive in a dynamic environment, Vodacom is the place for you!
Role Purpose
As the Head of Customer Care Operations, you will be responsible for managing all key customer touchpoints, including the Call Center, IVR, Digital Channels, and Back Office Support. Your primary focus will be ensuring a seamless and superior customer experience by efficiently managing resources and vendor relationships within the approved budget and contractual agreements.
This role is key to transforming Customer Service into a differentiated and exceptional experience for all Vodacom customers.
Key Responsibilities
Strategic Leadership & Execution
- Develop and implement the Customer Care Operations Strategy, aligning it with Vodacom’s broader Customer Service Strategy.
- Oversee the execution of strategic initiatives across all customer touchpoints to support various customer segments.
- Collaborate with Channel and Product Owners to enhance service delivery and customer satisfaction.
Vendor & Business Partner Management
- Ensure business partner performance meets contractual obligations and budget requirements.
- Manage resource allocation and performance to maintain high service standards.
- Regularly provide progress reports to senior management on performance and strategic initiatives.
Customer Experience Optimization
- Drive call reduction initiatives by promoting alternative customer support channels and self-care options.
- Conduct root cause analysis to identify areas for improvement, particularly in digital customer interactions.
- Enhance the quality of frontline customer support and improve customer satisfaction metrics.
Operational Management
- Manage outbound activities, including customer surveys and telesales.
- Oversee the deployment of resources to optimize performance and meet Key Performance Indicators (KPIs).
- Implement and monitor Vodacom Tanzania Limited (VTL) safety and health policies to ensure staff well-being.
People & Performance Management
- Set performance goals in line with Vodacom’s vision and objectives.
- Oversee recruitment, coaching, and performance appraisals for the Customer Care team.
- Foster a work environment that encourages innovation, teamwork, and continuous learning.
Financial Management
- Manage the customer care budget, ensuring cost efficiency while maintaining high service levels.
- Identify opportunities to reduce operational costs without compromising service quality.
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Required Qualifications & Skills
Education & Experience
- Bachelor’s degree in Business Administration or a related field.
- 7 years of experience in Customer Operations, Business Analysis, or Program Management.
- 3+ years in a leadership role managing customer service operations, vendors, and business partnerships.
Core Competencies
- Strong understanding of Global Corporate Operations models.
- Excellent written and verbal communication skills.
- Ability to influence senior stakeholders and drive change.
- Strong analytical skills for performance assessment and problem-solving.
- Proven leadership and team management capabilities.
- Customer-focused mindset with a passion for delivering exceptional service.
Why Join Vodacom?
At Vodacom, we value diversity and inclusion, ensuring that talent is recognized and rewarded in a motivating work environment. We are committed to creating equal opportunities and fostering a workplace where everyone feels valued.
If you’re ready to make an impact and drive customer service excellence, we encourage you to apply!
How to Apply
This is a full-time position. To submit your application, please follow the link provided below.
Join us and be part of a team that’s shaping the future of connectivity!
To apply for this job please visit opportunities.vodafone.com.
