Specialist : Marketing

3 weeks ago

Mbombela, South Africa Vodafone Full time

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. 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 excellent service delivery that provides an unmatched experience for Vodacom Customers. Responsibilities Develop and maintain optimal internal and external outsource provider relationships. 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. Qualifications Matric (Essential). 3‑year relevant Diploma / Degree (Essential) or 3‑year relevant Diploma / Degree (Desirable). 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 Presenting and Communicating Information. Planning and Organising. Deciding and Initiating Action. Analyzing. Leading and Supervising. Delivering Results and Meeting Customer Expectations. In depth Knowledge of the Call Centres (including Call Centre Technology). Sound knowledge of project management. Benefits Enticing incentive programs and competitive benefit packages. Retirement funds, risk benefits, and medical aid benefits. Cell phone and data benefits. Advantages fibre connection discounts. Exclusive staff discounts offered in collaboration with partner companies. Base location: Nelspruit. Closing date for Applications: 18 September. 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. #J-18808-Ljbffr

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