Job Description

Main Purpose
The ROC Manager oversees all operations of the ROC, including staffing, systems, ROC environment, communication tools and protocols, and operational procedures and compliance in the ROC. The ROC is an issue resolution centre of excellence, that captures, coordinates, and manages all issues in the region.
ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)
Operational & Functional Oversight:

• Develop and enhance the skills of Maintenance Coordinators.
• Ensure the ROC operates efficiently with the necessary tools and systems.
• Monitor performance quality and oversee escalations for timely resolution.
• Analyze process failures and implement improvements.
• Maintain effective network health and exception monitoring.

Team & Performance Management:

• Lead and support Maintenance Coordinators and external partners.
• Ensure adequate staffing and efficient workforce management.
• Drive team collaboration, training, and motivation.
• Oversee performance management and compliance with KPIs.
• Manage workflows within operations and the broader Vumatel environment.

Reporting & Risk Management:

• Provide insights on network health, maintenance activities, and case management.
• Monitor and report partner performance based on KPIs.
• Drive improvements in NPS, time-to-resolution, and case reduction.
• Identify and mitigate operational risks while enforcing compliance.
• Contribute to key decision-making forums and management committees.

Ad Hoc Responsibilities:

• Manage change control processes and data communication with stakeholders.
• Resolve issues in high-risk areas.
• Oversee network activation and troubleshooting.

Competencies and Minimum Requirements:
Qualifications and experience

• Matric
• Completed tertiary qualification (eg Ndip, BTech, PMP)
• Valid driver's license
• Min 3 years management/ supervisory experience
• Min 3 years managing teams on a optic fibre network
• Min 5 years in the telecoms industry
• Fibre experience is essential
• FFTH experience preferred
• MS office suite (word, excel, powerpoint and visio)

Knowledge

• Solid understanding of fibre networks - FTTX.
• GPON/Active ethernet knowledge.
• Networking experience - up to layer 3.
• Call centre - people, process, and technology.
• Strong leadership skills and the ability to motivate, coach, train, and mentor others.
• Ability to schedule and accomplish desired results within timeframes.
• Excellent time management.
• Supervisory & management experience.
• Maintains and complies with various legislative requirements.
• Ability to listen and communicates effectively with all levels within the organization.
• Possess strong verbal and written communication skills.
• Detail oriented and good organizational skills.
• Self-motivated and driven.