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Onsite Support Specialist
2 weeks ago
Role purpose:
The purpose of this role is to conduct day to day management of an outsource partner, in a manner that is in line with Vodacom's Strategy & Service Delivery Excellence Standards.
Your responsibilities will include:
To develop and maintain optimal internal and external outsource provider relationships
To supervise call centre outsourcing processes 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
Matric (Essential)
3-year relevant Diploma/Degree or 3-year relevant Diploma/Degree (Desirable) with 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 & back office Outsource experience (preferred)
Core competencies, knowledge, and experience:
Presenting and Communicating Information
- essential
Planning and Organising
- essential
Deciding and Initiating Action
- essential
Leading and Supervising
- essential
Delivering results and meeting customer expectations
- essential
In depth knowledge of the call centres and or back office is essential (including call centre Technology)
Inter-personal Skills-essential
Conflict Management Skills
- essential
Excellent Communication (Written & Verbal) Skills -essential
Negotiation Skills -essential
Analytical Skills - essential
Decision making Skills - essential
Business report writing - essential
Business Relationship Strategy (Networking) - essential
Time Management Skills -essential
Leadership Skills are and added advantage
Project Management Skills
- essential
Closing date for Applications
:03 May 2023.
The base location for this role is
, Midrand, Vodacom Campus.
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.
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