Vodacom Tanzania is hiring a Manager Call Centre Operations to lead customer service operations across inbound, outbound, and digital channels. This role focuses on call centre management, vendor oversight, and customer experience improvement.

This position suits candidates with strong experience in customer operations, telecom services, and outsourced contact centre management.

Job Description

The Manager Call Centre Operations will oversee daily operations, manage third-party vendors, and ensure high-quality service delivery across all customer touchpoints, including social media channels. The role involves driving operational performance, KPI achievement, and customer satisfaction.

Key Responsibilities

Vendor Management

Manage outsourced call centre vendors and ensure SLA/KPI compliance
Monitor performance and implement corrective action plans
Maintain strong relationships with external service providers

Call Centre Operations Management

Oversee inbound and outbound customer service operations
Ensure operational stability across all partner sites
Handle real-time performance monitoring and incident management

Customer Experience & Quality

Improve customer satisfaction (NPS, complaint resolution, repeat calls)
Identify service gaps and implement quality improvements
Strengthen customer experience frameworks

Commercial & Contract Management

Manage budgets, billing verification, and capacity planning
Enforce performance-based contracts with vendors
Monitor cost efficiency and operational productivity

Process Improvement & Innovation

Drive automation, digital transformation, and process optimization
Ensure compliance with regulatory and data privacy standards
Support continuous improvement initiatives

Qualifications and Requirements

Education

Bachelor’s degree in Business Administration, Operations, IT, or related field

Experience

Proven experience in call centre operations management
Strong background in vendor management and outsourcing environments

Skills

Knowledge of SLA management, CRM systems, and call centre technologies
Strong leadership and team management ability
Excellent communication and negotiation skills
Analytical mindset with data-driven decision-making ability

Technical Skills

Experience with CRM platforms, telephony systems, WFM tools, and QA systems
Proficiency in performance analytics and reporting

Benefits and Opportunities

Career Growth: Access to leadership training and professional development
Competitive Salary: Attractive pay with performance-based incentives
Work Environment: Flexible and supportive workplace culture
Innovation: Work in a forward-thinking telecom company

How to Apply

Apply now for the Manager Call Centre Operations job at Vodacom Tanzania through the official careers portal.

Application Deadline: Not specified

Manager Call Centre Operations Job at Vodacom 2026

Manager Call Centre Operations Job at Vodacom Tanzania 2026

Job Overview

Job Description