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:
The purpose of this role is to conduct day to day management of an outsource partner, in a manner that is in line with excellent service delivery that provides an unmatched experience for Vodacom Customers.
Your responsibilities will include:

• To develop and maintain optimal internal and external outsource provider relationships
• To supervise call centre outsourcing processes in order 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
• Drive recommendations and business improvement opportunities

The ideal candidate for this role will have:

• Matric (Essential)
• 3 year relevant Diploma/Degree (Essential) or 3 year relevant Diploma/Degree (Desirable) with 3-5 years relevant experience
• Contact Centre Operations experience (Essential)
• Supervisory or Management experience (Preferred)
• Business Analyst Experience and Knowledge (Preferred)
• Telecommunication Industry (Essential)
• Call Centre Outsource experience (Preferred)

Or

• Matric (Essential)
• 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 Outsource experience (Preferred)

Core competencies, knowledge, and experience:

• Presenting and Communicating Information
• Planning and Organising
• Deciding and Initiating Action
• Analysing
• Leading and Supervising
• Delivering Results and Meeting Customer Expectations
• In depth Knowledge of the Call Centres is essential (including Call Centre Technology)
• Sound knowledge of project management

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: 18 September 2025
The base location for this role is Nelspruit
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.
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people's individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

Skills Required