Manager: FTTH Support at Vodacom

Role Purpose
The Manager: FTTH Support based within Commercial Operations.

Role purpose: 

• The focus of this role is ensuring the tactical deployment of resources and tools, as well as leveraging capability via our internal and external partners that support operational excellence in Customer Care Group (Enterprise and Customer Care). This position defines and performs analysis and developmental tasks to improve workflow and operating efficiency, makes recommendations to standardize procedures and processes and to introduce new technology or improve existing technology.. It’s a fast-paced environment with constant change. The role needs someone who thrives within that environment and is able to make measured decisions on a daily basis. 

Your responsibilities will include:

• Maintain collaborative relationships with leadership from all internal and external partners to assure consistency in quality processes and adherence to processes and procedures.
• Recommend ongoing business improvement needs by delivering business intelligenc linked to key business KPI’s.
• Developing agile ways of working and continuous improvement of customer experience and service by collaborating with BI 
• Monitor products & services in market and propose adjustments to enhance products & services.
• Maintain, re-evaluate, optimise or automate existing reporting.
• Advocate adoption of new technologies into solutions.
• Review and analyse the impact and performance of product & services launched into the market.
• Provide guidance to FTTX Operations teams to ensure alignment.
• Advocate adoption of new technologies into solutions.
• Provide leadership and coaching to the FTTX Operations team on product & service design.

The ideal candidate for this role will have:

• Matric is essential 
• A 3 year  relevant Bachelor’s Degree (essential)
• A minimum of 5 years relevant experience in the telecommunications or digital industry (essential)
• Experience within a Call Centre, Retail environment and Digital services (essential)
• Understanding of COPS strategy 
• Product Development skills (essential)
• 1 year leadership/ managerial/ supervisory experience (is an advantage)
   

OR

• Matric is essential 
• Relevant short courses 
• Minimum 8 years relevant experience in the telecommunications or digital industry (essential)
• Experience within a Call Centre, Retail environment and Digital services (essential)
• Understanding of COPS strategy 
• Product Development skills (essential)
• 2 year leadership/ managerial/ supervisor experience (is an advantage)

Closing date for Applications: 14 July 2021