EHOD: Customer Operations

Posting Country: Lesotho

Date Posted: 18-Feb-2021

Full Time / Part Time: Full Time

Contract Type: Permanent

Joining Vodacom is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.

Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.

Role purpose:
The Executive Head Of Division: Customer Operations role will report directly to the Managing Director and is responsible for managing and leading the ‘CARE’ activities and call centre operations to deliver inbound care to customers and deliver outbound and telesales in line with our commercial strategy. This also include end-to-end accountability for the day-to-day outsourced consumer operations and end-to-end Customer Experience.

Key accountabilities
Deliver on the COPs 2022 Digital First Strategy.
Ensure the delivery of a Customer Operations experience in line with the Vodacom commercial strategy.
Drive cost savings initiatives across Customer Care.
Manage performance of both internal and outsourced call volumes, to ensure optimal use of all resources in line with performance targets.
Commercial Partnership Management for Customer Operations.

Qualifications
3 year business related Degree (essential)
MBA is an added advantage

Experience
10 years’ experience in the telecommunications or technology related environments e.g.(ICT, commercial or banking)

Core competencies

Strong experience in Customer Operations Transformation.
Natural “servant” leader with excellent written and verbal communications skills to drive alignment with the product vision
Strong business acumen with in-depth understanding of the contribution of the domain to the wider digital business strategy
Excellent collaboration and stakeholder management skills across the business and technical domain
Understanding of both the current Telecommunications and digital services market and emerging business trends
Commercial acumen

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.

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