Job Description

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2025.

Role Purpose/Business Unit:

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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:

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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:

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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

Job Knowledge:

Partner interaction / satisfaction Computer literate Customer centricity Business environment Billing & Control system

We make an impact by offering:

Enticing incentive programs and competitive benefit packages Retirement funds, risk benefits, and medical aid benefits Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies


Closing date for Applications:

20 November 2025.

The base location for this role is

Vodacom, Midrand 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.