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Vodafone Logo Vodafone · Call Center

Manager Call Centre Operations

Tanzania, United Republic of, Dar Es Salaam · Job Posted April 16, 2026
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Job Description

The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers. This will include managing the inbound/outbound Customer Care for the specific segments and channels including Social Media through our business partner. The Manager will lead and manage the business partner/supplier to deliver quality service as per set targets and standards. Manage and control the resources including headcount/working hours in relation to performance and approved budget. The Manager Serves customers by planning and implementing call center strategies and operations; improving systems and processes; and ensuring expert resolution provision at all times. The Manager needs to meet and exceed business objectives ensuring consistent achievement of all financial, customer and operational KPIs.

Job Responsibility

  • Lead end‑to‑end governance of all outsourced customer‑service vendors, ensuring full SLA/KPI compliance, high performance standards, and timely execution of corrective action plans
  • Oversee operational stability across all partner sites through real‑time performance control, incident management, standardized processes, and readiness for major launches and campaigns
  • Drive customer‑experience excellence by eliminating root causes, strengthening quality frameworks, and consistently improving NPS, complaint ratios, and repeat‑call performance
  • Manage commercial and contractual obligations for outsourced operations, including budgeting, capacity planning, billing verification, and enforcement of performance‑based agreements
  • Champion continuous improvement, automation, regulatory compliance, and BCP resilience by leading process optimization, digital transformation initiatives, and strict data‑privacy adherence

Requirements

  • Bachelor’s Degree in Business, Operations, IT, or related field
  • Strong vendor management and commercial governance capability
  • Deep expertise in call center operations within large scale outsourced environments
  • High competence in SLA management, performance dashboards, and data analytics
  • Excellent communication, negotiation, and influence across senior external stakeholders
  • Strong leadership, decision making, and crisis management capabilities
  • Proficiency in CRM, telephony platforms, WFM systems, QA tools, and performance analytics
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