Job Description

Function:

Manages the Business CSOC | Express Group Business Partner desk, the Squad Leaders, the volumes in the queues, the technical abilities in the teams, the volumes of escalations

Measurement areas:

How you apply expertise and technology, meeting customer expectations, communication, working with people, initiating action, adaptability, coping with pressure and coaching abilities.

Role Overview

The

Express Group: Business Partner Desk Tribe Leader

is accountable for leading and developing Squad Leaders and Technical Officers within the Vodacom Business Customer Service Operations Centre. This role ensures the delivery of exceptional customer experience and contractual obligations through strategic leadership, operational excellence, and cross-functional collaboration.


Operating in an agile environment, the Tribe Leader drives continuous improvement, fosters a high-performance culture, and ensures alignment with Vodacom's customer-centric vision. The role requires strong leadership, stakeholder engagement, and the ability to translate business goals into actionable outcomes across squads.

Role responsibilities and key focus areas:

Strategic Leadership

Define and communicate the tribe's vision, strategy, and goals in alignment with Vodacom's customer experience objectives.


Translate business priorities into actionable squad-level plans and initiatives.


Lead the tribe through change, ensuring readiness and adoption of new tools, systems, and processes.



2.

People Leadership & Development

Lead, coach, and support Squad Leaders and Technical Officers through regular 1:1s, performance reviews, and development planning.


Foster a high-performance, inclusive, and customer-centric culture.


Identify skill gaps and partner with Learning & Development to upskill the team.


Ensure team members are equipped with the right tools, knowledge, and support to perform effectively.



3.

Customer Experience & Escalation Management

Own and manage all escalations from customers, internal stakeholders, and vendors.


Drive incident resolution within the agreed MTTR (4-7 hours) and ensure SLA/OLA compliance.


Support after-hours and weekend escalations as needed to maintain service continuity.


Act as a customer advocate, ensuring feedback informs service improvements



4.

Operational Excellence

Monitor and improve tribe-level KPIs such as NPS, FCR, AHT, and incident resolution times.


Oversee the execution and quality of Technical Resolution Management Support activities.


Ensure adherence to Vodacom policies, governance standards, and regulatory compliance.


Control operational costs and manage OPEX budgets effectively.



5.

Reporting & Performance Management

Prepare and present team performance during monthly and quarterly reviews.


Ensure accurate and timely reporting on escalations, vendor performance, and business functions.


Maintain dashboards and documentation to track progress and performance integrity.



6.

Process & Quality Assurance

Drive continuous improvement initiatives to enhance efficiency and service quality.


Ensure quality assurance standards are met across all deliverables.


Promote best practices and standard operating procedures across the tribe



7.

Collaboration & Stakeholder Engagement

Collaborate with cross-functional teams, including Product, Sales, PMO, and external vendors.


Represent the tribe in strategic forums and contribute to enterprise-wide initiatives.


Build strong relationships with internal and external stakeholders to support service delivery.

Technical Skills and Experience

Matric minimum requirement


National Diploma/Degree in a scientific/Information Technology discipline


ITIL Foundations certification preferred


At least five years management experience within a customer service and technical environment


Knowledge of the broadband platform and supporting OSS/BSS systems


Practical and systematic approach to work


Significant Telecommunications industry experience


Experience working with OSS/BSS software as end user or from working in the telecommunications sector.


Exposure to /awareness of project management frameworks

Key Competencies

Strategic Thinking & Execution


People Leadership & Coaching


Customer-Centric Mindset


Operational & Performance Management


Stakeholder Engagement


Change Leadership


Analytical & Problem-Solving Skills


Communication & Influence


Proven experience in a customer facing function