Employment at Vodacom Tanzania

HOD:Customer Care Operations - VTCUST08

ROLE PURPOSE

To oversee end to end Customer Care Operations of key Customer touch points such as the Call Centre, IVR, Digital and Self-Care channels. This will also include Back Office support and Reporting and analysis for delivery of superior experience for internal and external stakeholders.

This role will be responsible to manage the vendor to deliver superior customer experience within the approved budget and the agreed contract.

The role will oversee a transformation of Customer Services into a differentiated and superior experience to all customers by efficiently managing and controlling resources.

ESSENCE OF ROLE – KEY ACCOUNTABILITIES

• Lead 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.
• Manage the business partner relationship to ensure performance delivery and resource management at all times. Ensure deliverables are within approved budget and contract
• Work 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
• Drive 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.
• Manage deployment of resources in order to best achieve KPIs, balancing efficiency, increasing complexity of products & services, and customer needs.
• Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing for internal and outsourced staff.
• Leadership and teamwork
• Manages a team of three managers and 14 indirect reports. Sets goals and targets regarding all Customer Services Operations in line with Company vision, goals and objectives.
• Responsible for Performance management process, Recruitments, coaches and appraises in the team.
• Innovation and change
• Supervises direct subordinates in the context of Speed, Simplicity and Trust, in a way that gives freedom to them delivering their goals, learn more and bring new ideas in the team and the business.
• Demonstrates excellent written and verbal communications skills
• Demonstrates ability to structure complex problems clearly and syntheses data to key conclusions for management decision making
• Demonstrates strong influencing skills and personal impact with people from all levels and parts of the business
• Demonstrates strong negotiations skills

Qualification, Competences & Experience

• Degree in Business Administration
• Master’s degree in Information Management/Technology/MBA or equivalent
• 3+ years of customer service operations management, business partner and vendor management.
• Sales/marketing/commercial/strategy experience
• Detailed knowledge of customer services operations in telecoms and related industries, as well as general strategy issues and problem solving approaches
• Strong knowledge and experience of Vodafone operating model  or equivalent similar global corporate operation 
• Ability to operate successfully in dynamic, uncertain and challenging environments, and to manage effectively in a matrix organization
• Creativity in problem solving, with a positive ‘can do’ approach
• Excellent written and verbal communications skills; Strong personal impact and influencing skills
• Strong management skills
• Partner Management – delivery of results through partners
• Commercially astute – solid understanding of market, competitor, & customer
• Process-Oriented – solid understanding of key cross-functional processes touching customer care; able to play an efficient role; able to spot optimization opportunities
• Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions
• Financial Management – manage budgets, drive down costs wherever possible
• Inspirational Leadership – develop and maintain great working environment throughout all levels of team
• Presentation skills – superior, both written and oral

MORE AND APPLY