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Vodafone Logo Vodafone · Call Center

Manager Call Center VBU Support

Congo, the Democratic Republic of the, Kinshasa · Job Posted June 16, 2026
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Job Description

The Manager Call Centre & VBU Support is responsible for the end-to-end management, stability, performance, and continuous improvement of Call Center platforms and VBU support, in alignment with Vodacom/Vodafone standards, policies, and customer experience objectives. He is responsible for day-to-day well running of Various applications within his area of responsibilities. He will play key role in ensuring that the billing operations meet Vodacom standards, compliance requirement, and Customer Satisfaction Goals. The manager is responsible of Resources: Human Resources, Financial Resources (CAPEX, OPEX), Value materialization and Reporting on performances. The manager keeps leadership when it comes to develop and maintain infrastructure (HW, SW, DB, MW) and applications under his area.

Job Responsibility

  • Oversee the day-to-day operations of all applications under your supervision to ensure systems availability and performance
  • Efficiency in Incident and problems management as per the policy (SLA)
  • Billing – ensure data accuracy, integrity and timely processing and develop and maintain a detailed reports on billing metrics, trends, and key performance
  • Business projects and new products timely delivered and with high quality of expected outcomes
  • Ensure all applications under your area comply with Technology Security requirements
  • End-to-end management, stability, performance, and continuous improvement of Call Center platforms and VBU support
  • Day-to-day well running of various applications within area of responsibility
  • Ensure billing operations meet Vodacom standards, compliance requirement, and Customer Satisfaction Goals
  • Resource management (Human Resources, Financial Resources CAPEX/OPEX, Value materialization and Reporting)
  • Develop and maintain infrastructure (HW, SW, DB, MW) and applications
  • Governance & compliance
  • Finance OPEX lifecycle management
  • Daily stand-up calls and weekly reporting
  • Availability and performance management
  • System & Platform Management
  • IT Service Management
  • Project Management, Products and Services Development
  • Cybersecurity and GDPR
  • Human Resource Management

Requirements

  • Excellent with Planning, organizational and time management
  • Excellent with Service management
  • Ability to Influence Stakeholders
  • Advanced IT Technical Skills – Hardware, Operating Systems, Databases, Industry Applications (Call Center, Chat bot, KYC)
  • Excellent with mapping techniques Business requirements to processes to application functionalities
  • Sound knowledge of the management and execution of supplier and internal Service Level Agreements
  • ITL, Process Design and Workflow Optimization
  • Strong and Focused Business Oriented decision making
  • Architecture design, development and implementation skills
  • Strong interpersonal and communication skills
  • Creative, innovative thinking
  • Good team player
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