HOD: Customer Care Operations Job Vacancy at Vodacom – April 2025

Company: Vodacom
Location: Tanzania
Working Hours: Full-time
Contract Type: Permanent
Posting Country: Tanzania, United Republic of

About the Role

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drives us, and we experiment, learn fast and get it done—together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role Purpose

To oversee end-to-end Customer Care Operations of key customer touchpoints such as the Call Centre, IVR, Digital and Back Office support. This role manages vendor relationships to ensure superior customer experience delivery within budget and contract agreements. It will also lead a transformation of Customer Services to offer a differentiated and superior experience to all customers by efficiently managing resources.

Key Responsibilities

• Lead and execute the Customer Care Operations Strategy aligned with the wider Customer Service Strategy.
• Ensure strategic initiatives are implemented across touchpoints, supporting the defined customer segments.
• Manage vendor performance and resource allocation within budget.
• Collaborate with Channel and Product Owners to implement action plans that enhance customer service and align with best practices.
• Provide regular performance reports to management.
• Drive efficiency through contact reduction initiatives, self-service promotion, and digital solutions.
• Manage outbound activities including surveys and telesales.
• Oversee quality and performance of frontline support.
• Deploy resources strategically to meet KPIs amid increasing product complexity.
• Implement and monitor safety, health, and staff wellbeing practices.
• Set and monitor goals aligned with company objectives.
• Lead recruitment, performance management, coaching, and appraisals.
• Foster an innovative and empowering team culture.
• Manage departmental budget and cost reduction initiatives.

Qualifications and Experience

• Degree in Business Administration or related field.
• Minimum 7 years’ experience in Customer Operations, Business Analysis, or Program Management.
• At least 3 years in Customer Service Operations management, including vendor management.
• Strong understanding of global corporate operations.
• Excellent communication and interpersonal skills.
• Strong leadership and team management capabilities.
• Analytical with problem-solving skills based on data insights.

Why Join Vodafone?

Vodafone is committed to attracting, developing and retaining the best talent by offering an inclusive, motivating workplace. We promote Inclusion for All and believe that diversity fuels success. We encourage everyone to consider becoming part of our journey.

How to Apply

To submit your application, please follow the link below:

CLICK HERE TO APPLY

For more job opportunities in Tanzania, visit AJIRA ONE.