HOD: Customer Care Operations at Vodacom
Aggregate function: Commercial
Business Area: Local Commercial Operations
Posting Country: Tanzania, United Republic of
Full Time / Part Time: Full Time
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Role Purpose and Key Responsibilities
Role Purpose:
- To oversee end to end Customer Care Operations of key Customer touch points such as the Call Centre, IVR, Digital and Back Office support.
- This role will be responsible to manage the vendor to deliver superior customer experience within the approved budget and the agreed contract.
- The role will oversee a transformation of Customer Services into a differentiated and superior experience to all customers by efficiently managing and controlling resources.
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