Fresh Jobs at Cell C

Purpose of the Job:

• To manage the level of service delivered to customers at various Customer Care touch-points, in order for Customer Care to deliver an exceptional customer service that contributes to overall customer satisfaction.

Main Responsibilities:

Strategic Implementation

• Implement the development of the strategy, operating model and policies and processes for the Customer Support department and support the overall Customer Care strategy in conjunction with a sound operational understanding
• Implement the divisional operations plan to the strategic objectives of the Customer Care department
• Develop, implement and revise the policies and operational procedures to ensure functional effectiveness of the department and division
• Develop the Customer Experience Management framework for the Cell C exclusive customer
• Manage and maintain relationships with the relevant stakeholders in the business for the division and company
• Ensure all programmes/initiatives are aligned with global business strategy and industry best practice

Quality Assurance

• Ensure that the team members meet their targets
• Managing staff and planning workload
• Monthly and weekly team meetings
• Meeting internal and external stakeholders
• Assist stakeholders with any problems or issues that might arise and escalate any issues that cannot be resolved
• Ensure that team members meet Cell C Quality Standards
• Manage team key deliverables and identify any training requirements
• Coaching and motivating staff
• Manage monthly and ad hoc reporting
• Implementing best practice

Process Development

• Identify new initiatives for maximizing growth through customer experience strategies
• Oversee systems and controls to adequately meet and maintain service levels and KPI’s
• Accountable to achieve customer service and customer support objectives

Business Development

• Set operational objectives as defined by the Operational Business Plan
• Oversee the customer relationship to ensure high levels of customer satisfaction whilst growing business integrity
• Maximize performance of the Contact Centre and relevant customer touchpoints through the best use of available resources
• Develop and facilitate inter-departmental and divisional relationships to improve working practices, knowledge and efficiency
• Provide high level feedback on deliverables to SLT within business

Cost and Budget Management

• Prepare the budget within area of control
• Manage the approved budget for area
• Provide input into the departmental monthly budget report
• Prepare and monitor reasons for cost tracking and variation reports
• Make recommendations for budget-affecting change requests without impacting on the customer experience
• Inform management timeously of potential over-spend
• Motivating for additional budget in line with continuous improvement initiatives

Health and Safety Compliance  

• Strictly apply and adhere to Cell C Health and Safety procedures and rules
• Manage conformance to legislation and Cell C Health, Safety and Environmental standards
• Manage, identify and minimize Cell C’s exposure to operational risk
• Monitor, investigate and report all health and safety matters and incidents

Staff Management

• Ensure all recruitment Job Descriptions are updated to reflect the new operating model
• Recruit employees; assign and direct work, oversee their development, identify training needs and maintain staff competence
• Establish and evaluate Key Performance Indicators
• Provide an advisory and support function
• Create open channels of communication with staff
• Initiate the appropriate Labour Relation action required
• Uphold HR policies and procedures
• Conduct regular performance appraisals

Perform any related duties as requested by Managing Executive Customer Care  

Minimum Qualification

• Degree in Marketing, BSc, BCom or equivalent

Experience

• 8 years overall relevant experience
• 5 + years of experience in a Contact centre environment
• 3 + years of experience in a Senior Managerial role
• 1 + years of experience in a Customer Experience environment
• 1 + years of experience in managing a Contact Centre for Corporate and Business Customers
• Strong understanding of Telco operations
• Strong record of leading and mentoring staff
• Strong understanding of all Contact centre support elements

Closing Date 09 April 2026

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Purpose of the Job:

• Responsible for the end-to-end investigation and articulation of both the AS-IS and TO-BE processes, in conjunction with the business owner.
• Analyse and map the processes in business and provide solutions that enable the achievement of goals, the provision of services and the finding of business, information, and process efficiencies across the organisation on behalf of the various requirement stakeholders.

Main Responsibilities:

Documentation of the processes and analyst findings

• Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, tasks, information and workflow analysis and any other techniques required to document the business, process, and information requirements
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from underlying needs

Analysis and Solution Development

• Proactively communicate and collaborate with external and internal customers (up to C-level) to analyze business requirements to deliver analysis and solution artefacts as needed
• Plans and manages the composition of business analysis tasks
• Estimate project time required for analysis
• Deal with multiple processes and business domains
• Develop requirements business requirement specifications according to standard templates, using natural language
• Analyze business requirements to deliver i.e., Business requirements, business processes, business rules, use cases, functional requirements, and GUI, Screen, and solution designs
• Propose most viable options, based on expertise
• Work closely with business units to identify business needs, costs and benefits
• Recommend research, and oversee implementation of new applications / software
• Contribute to the development and implementation of processes and procedures
• Assist with business process and information workflow improvement
• Liaises and negotiate with multiple internal and external stakeholders (e.g., suppliers, partners)
• Successfully engage in multiple initiatives and projects simultaneously
• Define the business and functional specifications input for third party into the RFP/vendor selection process
• Manage projects according to agreed timelines and budget allocations, where required
• Participate in continuous improvement activities

Conduct and assist with testing efforts

• Develop test cases and assist with the execution of the user acceptance testing of solutions

Business case and economic modelling

• Estimate and model requirements are in terms of effort, time, costs, in relation to larger business and/or business goals
• Define the benefits and how will they be realised, this includes identifying business KPI or metrics on problem or opportunity, risks
• Conduct the development and implementation of processes and procedures

Performance monitoring

• Participate in setting the key performance objectives and the performance appraisal process
• Monitoring and reporting of key programmes/projects (Post live)
• Contribute to performance management of key programme/projects to ensure benefits as per business case are realized

Minimum Qualification

• BA Certification e.g., IIBA Level 2 or Business Analysis Body of Knowledge (BABOK); or Relevant B degree e.g., B Tech / BCom

Experience

• 4-7 years’ proven industry related experience interacting directly with end users, in a similar position, within a telecoms environment
• Experience of providing business solutions to a significantly sized organization investing in a mix of substantive third-party and in-house applications
• Experience in the implementation of business processes in a Telecommunications environment

Closing Date 10 April 2026