Openings at Vodafone Global Enterprise

Role Purpose/Business Unit:

• The main purpose of the role is to coordinate and assist in delivering the CVM commercial strategy, as well as to assist in managing and tracking delivery against the commercial and capability roadmaps.

Your responsibilities will include:

• Regional stakeholder engagement - Generation of commercially positive ideas that impact customers and change customer buying behaviour, personalized offers per customer segment/cohort to drive engagement & increase revenue, active days per Region and to remain relevant in the market
• Regional offer management - Manage the commercial capability roadmap and track delivery of new features and products within the Regional Squad
• Generation of commercially positive ideas that will impact customers and change customer buying behaviour, personalized offers per customer segment/cohort to drive engagement & increase revenue, active days.
• Design, brief, maintain, and report on below the line campaign activities to promote upgrades, up-sell & cross-sell and reduce churn using Vodacom Brand CI & tonality guidelines
• Design, brief and execute Vodafone/Vodacom Global communications together with Vodacom Brand using Vodacom Brand CI & tonality guidelines
• Manage the commercial capability roadmap and track delivery of new features and products within the Regional Squad
• Coordinate planning of direct marketing campaigns across business segments and Regions to drive engagement and increase revenue, active days and other KPI’s.
• Consolidate and assist with preparation of executive committee presentations
• Review, analyse and evaluate success of initiatives against key KPIs
• Perform in-depth customer base analytics and derive actions to address problem areas

The ideal candidate for this role will have:

• Matric essential
• Relevant 3 year Degree in marketing, statistics, engineering or similar essential
• Minimum of 5 years relevant working experience essential in CVM, Campaign Management, Direct Marketing or related field

Core competencies, knowledge, and experience:

• Strong commercial acumen preferably with experience in marketing, commercial management, sales and/or brand
• Experience working in complex matrix environments with multiple stakeholders Excellent communication and presentation skills
• Telecommunications experience a plus but not essential
• Management consulting house experience
• Experience with SQL preferable
• Strong knowledge of Excel/PowerPoint and reporting

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 24 July 2025

go to method of application »

Role Purpose/Business Unit:

• The role of Lead Digital Architect is to drive the end-to-end design and evolution of modern, scalable, and secure digital platforms across the enterprise.
• This role will play a pivotal role in shaping and executing the strategic technology direction of Vodacom.
• This role involves collaborating with various stakeholders to design and implement innovative and effective enterprise-level solutions that align with business objectives.
• The ideal candidate should have a deep understanding of architectural principles, emerging technologies, and a proven track record of successfully leading complex IT initiatives.

Your responsibilities will include:

Technical Architecture Leadership

• Define and own the target digital architecture across channels (web, mobile, API, integration layers, cloud).
• Translate business strategies into architecture blueprints, roadmaps, and patterns.
• Lead architecture governance, ensuring alignment to enterprise principles and technology standards.
• Provide architectural oversight across solution domains, including cloud-native platforms, microservices, APIs, and event-driven systems.
• Provide technical leadership and guidance to cross-functional teams, ensuring adherence to architectural best practices and standards.
• Mentor and coach junior architects and technical staff to enhance their architectural skills and capabilities.

Enterprise Architecture Strategy:

• Develop and communicate a comprehensive digital architecture strategy that aligns with the Vodacom’s strategy and purpose.
• Collaborate with leadership to define and prioritize technology initiatives that support business growth and innovation.

Solution Design and Architecture:

• Design and document end-to-end enterprise architecture solutions that encompass systems, applications, data, and infrastructure elements.
• Evaluate and recommend technologies, frameworks, and methodologies to optimize IT systems and processes.

Risk Management:

• Identify potential technical risks and develop mitigation strategies to ensure the security, scalability, and reliability of enterprise solutions.
• Review and assess the impact of proposed changes to the architecture, making informed decisions that balance innovation and stability.

Collaboration and Communication:

• Collaborate with business stakeholders, project managers, scrum masters and development teams to gather requirements and translate them into architectural designs.
• Clearly communicate architectural concepts and decisions to both technical and non-technical audiences.

Vendor Management:

• Evaluate third-party solutions and vendors, ensuring they align with the overall architecture strategy and meet the company's technical requirements.

Technology Trends:

• Stay abreast of industry trends, emerging technologies, and best practices, and recommend how they can be leveraged to improve the enterprise architecture.

Governance and Compliance:

• Enforce architectural governance, ensuring that projects and solutions adhere to established architectural principles and standards.
• Ensure compliance with relevant industry regulations and standards.

The ideal candidate for this role will have:

• Bachelor's, Honours or Master's degree in Computer Science, Information Technology, or related field.
• Proven experience (typically 8+ years) in enterprise architecture, solution design, and IT leadership roles.
• Relevant certifications (e.g., TOGAF, AWS/Azure/GCP certifications) are a plus.

Core competencies, knowledge and experience:

• Cloud Architecture: Deep expertise in AWS, Azure, or GCP
• Microservices & APIs: Strong understanding of microservices patterns, REST, GraphQL, and API management platforms (e.g., Apigee, Kong).
• DevOps & Automation: Proficient with CI/CD pipelines, containers (Docker, Kubernetes), observability, and GitOps workflows.
• Security: Familiar with application security, identity management (OAuth2, SSO, OpenID), and secure-by-design principles.
• Data & Integration: Understanding of modern data platforms (e.g., event streaming with Kafka, data lakes), ETL patterns, and real-time analytics.
• Strong expertise in architecture frameworks (TOGAF, Zachman, etc.) and methodologies.
• Experience with a variety of technologies, such as databases, networking, security, and integration.
• Excellent analytical and problem-solving skills with the ability to address complex technical challenges.
• Exceptional communication and interpersonal skills, capable of collaborating effectively with diverse teams.
• Experience with a variety of technologies, such as databases, networking, security, and integration.
• Knowledge of emerging technologies/ industry trends along with the ability to leverage them in application development and support initiatives
• Capable of articulating the business value of IT investments/projects and collaborating with partners and cross-functional groups during implementation
• Adeptness to engage as a consultative face of IT to the Business and enable technology to address business challenges and improve operational efficiency
• Skill to integrate new technologies with existing business initiatives and understanding the business processes and customer needs
• Good understanding of governance framework (roles and responsibilities, escalation and communication process, handoffs and control points)
• Ability to make recommendations as they pertain to improvements in support/development initiatives and facilitate implementation with partners, IT and cross-functional groups within the Business
• Capacity to manage conflict with partners and cross-functional groups within the Business and IT
• Ability to work with multi-national teams, understand and respect cultural diversity and develop messages that help achieve objectives with diverse audiences

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 21 July 2025.

go to method of application »

What you’ll do

• The role of the Senior Specialist: Estates is to manage and oversee the Estates and property portfolio within the respective region – for optimal collaboration, regular travel to/within regions and head office is required.
• This will include staff, contractor, vendor, customer and stakeholder management and relations.
• This to be conducted in a timely manner with the goal of optimising efficiencies and lowering costs and achieving favourable contractual terms whilst adhering to all regulatory and MAST’s policies, procedures, and processes.

The role of the Senior Specialist will have a dual function managing Specialist and Admin staff in the region as well as looking after their own portfolio:

• Develop and maintain strategic relationships with landlords, stakeholders, and relevant government bodies.
• Execute MAST's property strategy to maximize tenancy and manage costs effectively.
• Negotiate timely lease renewals and rental agreements with a focus on cost reduction.
• Coordinate site activities, ensuring smooth communication between landlords, contractors, and stakeholders.
• Manage lease tracking, budgeting, dispute resolution, and collaborative teamwork to maintain business continuity.
• Implement and manage programs for lease and contract renewals consent and novation’s, landlord negotiations, customer liaisons and any other estates strategic projects by driving the MAST culture and behaviours as aligned to the Performance Management Framework.

Who you are

Key accountabilities and decision ownership :

• To manage rentals and develop initiatives to aggressively reduce cost.
• High productivity and entrepreneurial focus in managing operation, staff, vendors, and stakeholders.
• To maintain high standards, customer excellence and quality assurance
• To develop and implement innovative initiatives that will further reduce and optimise OPEX.
• To compile management, dashboard, strategic and operational reports, and presentations

Core competencies, knowledge, and experience :

• Stakeholder Management and Negotiation Skills
• Teamwork
• Customer Focus
• Critical decision making
• Execution excellence

Must have technical / professional qualifications:

• Matric (Essential).
• Relevant Degree or Diploma such as (BSC -QS; Building Science; Civil Engineering; Project management, Town Planning, (Property Management – (Essential).
• Management courses or experience (e.g., MDP/MDC) (Desirable).
• +5 to 8 Years relevant functional experience of which the following is applicable.
• 2 to 3 years knowledge& experience of contractual legal requirements (Essential).
• 2 to 3 years Environmental knowledge & experience (Essential).
• 2 to 3 years Town planning knowledge & experience (Essential).

go to method of application »

Role Purpose/Business Unit:

• Responsible for leading the Customer Insights & Research function.
• This function is responsible for enabling strategic growth across Vodacom through driving a customer centric approach to defining, collecting, analysing, and distributing intelligence on customer behaviour, segmentation, trends, competitors, brand performance, market dynamics and key opportunities for the different lines of business.
• Key output is assimilating insights for decision-making and commercial optimization.
• Insights will inform strategic and tactical decision-making across the business, directly influencing all customer segments, products, propositions, and brand initiatives.

Your responsibilities will include:

• Assimilating Insights for Commercial Opportunity Optimization
• Drive business growth by embedding actionable insights across marketing, product, proposition, channel, and brand teams, ensuring function assimilates insights to drive commercial growth across customer segments and propositions.

Customer-Centric led Strategic Approach

• Drive customer segment centric approach to insights and research ensuring business understands trends, needs, products, competitive landscape and how brand can be more meaningfully differentiated across each customer segment and line of business.

Demand-led Growth Insights Planning

• Define market growth opportunities “Where to play” and support Business Planning

Insights and Research Integration

• Maximize the value of insights by integrating structured and unstructured data from internal and external sources.
• Develop and implement strategic research projects and new analytical capabilities.

System and Framework Development

• Establish fit-for-purpose systems and frameworks to deliver strategic research outcomes effectively.

Customer Perspective

• Bring the customer voice into business decisions through market analysis and actionable recommendations.

Agency and Technology Management

• Oversee external research agencies and manage research technology platforms, ensuring integration across the business.

Execution of Research

• Lead all planned, sequenced, and ad hoc research required by business units.
• Identify appropriate methodologies and ensure rigorous data collection and analysis.

Insight Application

• Use research findings to identify business opportunities and gain internal buy-in for implementation.
• Present insights clearly to stakeholders through reports and presentations.

Team Leadership

• Define roles, goals, and responsibilities for research, analytics, and behavioural science teams.
• Foster a high-performance culture through coaching and leadership.

Centre of Excellence Development

• Design and implement the operating strategy for insights, research, and behavioural science.
• Build a culture where no major business decisions are made without analytical input.
• Lead behavioural science initiatives across the organization.

Innovation and Emerging Trends

• Introduce new technologies and research methodologies.
• Apply cutting-edge behavioural science techniques to support business goals.
• Use digital platforms to enhance customer engagement and democratize access to insights.

Change Management and Communication

• Lead change initiatives to drive an insights-led culture.
• Develop integrated change management plans and communicate effectively with stakeholders.
• Prioritize initiatives to align with organizational capacity and strategy.

Cost and Budget Management

• Oversee OPEX planning, budgeting, and financial management.
• Ensure alignment of resources with strategic priorities.

The ideal candidate for this role will have:

• Essential: Bachelor's degree in Commerce, Science, Business Science, Data Analytics, Data Science, or related field (e.g., Econometrics, Statistics)
• Advantageous: Master’s degree in a relevant field
• 8–10 years in strategic insights, research, analytics, or CRM
• 2–4 years applying behavioural science and strategy development
• 4+ years in leadership and people management
• Proven experience with segmentation models and CRM systems

Core competencies, knowledge, and experience:

• Expertise in research methodologies, data systems, and analytical tools
• Experience applying behavioural science to deliver commercial results
• Proficiency in big data analytics and segmentation (B2C, B2B and B2G)
• Deep understanding of market trends and insights influencing different lines of business
• Deep understanding of competitive landscape and ongoing analysis
• Ability to influence cross-functional teams and align stakeholders
• Strong relationship-building skills across all organizational levels

Closing date for Applications: 24 July 2025.

go to method of application »

Role Purpose/Business Unit:

• To support Vodacom Direct’s channel operations by coordinating campaign performance, partner enablement, and project testing activities.
• This role plays a key part in ensuring the smooth onboarding and management of trade partners, accurate reporting, and continuous improvement of customer experience, sales performance, and operational efficiency.
• The candidate will be responsible for consolidating the performance of new lines and add on lines to present a complete view of the Vodacom Direct Inflow portfolio.

Your responsibilities will include:

Campaign & Business Partner Performance Support

• Monitor and track performance across acquisition, base management, and retention campaigns.
• Assist in analysing campaign results to optimise campaign strategies.
• Generate monthly, weekly and ad hoc reports on agent and partner performance, customer pain points, and service gaps.
• Validate campaign insights through call listening and data analysis to ensure quality and relevance.

Trade Partner & Telesales Support

• Support onboarding of new trade partners: due diligence, document collection, Dealer ID creation, IRSP/SFTP access, and training coordination.
• Track and manage deal letters and bespoke deals, to ensure alignment with commercial goals.
• Monitor 14-day cancellations and returns, and work with partners to reduce churn and improve customer retention
• Coordinate the distribution of deals and ensure partners have access to the latest offers and promotions.

Project Enablement & Testing

• Assist in planning, executing, and tracking enablement projects to support Vodacom Direct operations.
• Provide regular updates to leadership on project progress and outcomes.

Compliance & Continuous Improvement

• Ensure compliance with internal policies, data protection laws, and industry regulations.
• Identify process inefficiencies and collaborate with cross-functional teams to implement improvements.
• Share best practices and support training updates based on campaign and partner performance insights.

The ideal candidate for this role will have:

• Matric (Essential)
• Minimum of 2 years relevant experience

Core competencies, knowledge, and experience:

• Campaign performance tracking.
• Partner onboarding and support.
• Sales operations and deal management.
• Project coordination and reporting.
• Compliance and process improvement.
• Data analysis – to interpret campaign and partner performance.
• Communication – for coordinating with partners and internal teams.
• Project management – to support enablement initiatives and track progress.
• Problem-solving – to identify service gaps and improve processes.
• Compliance awareness – to ensure adherence to policies and regulations.
• Strong analytical and problem-solving skills with experience in reporting and performance tracking.
• Excellent communication and relationship management skills.
• Detail-oriented – to ensure accuracy in reporting and compliance.
• Proactive – to identify gaps and drive improvements.
• Collaborative – to work effectively with partners and cross-functional teams.
• Adaptable – to manage changing priorities and multiple projects.
• Customer-focused – to understand and address service gaps and pain points.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 25 July 2025

go to method of application »

Role Purpose/Business Unit:

• The role of the Specialist Retail Business Analytics is to support the Retail Operations and Branded Channels team with respect to commercial and operational reporting systems and control improvements, including but not limited to frameworks with specific focus on the retail channel and providing recommendations to further improve risk mitigation and information channels.
• Support in the design, execution, and maintenance of tailored channel performance dashboards with the data analytics team that measures the performance of the channel and related KPI’s.
• Support and execute on the consolidation of large sets of data reports and compile strategic business cases to support informed decision-making.
• Consolidated reporting view for retail projects and enablement
• Property Steerco information – responsible to position steerco decision based on information.
• Alignment between Regional heads, Franchise and Retail Operation heads.
• Essential on renewal of existing store leases, new store proposals, store closures and resizing of stores.
• Reviewing the systems in place to optimise the system functionality to ensure accurate commercial reporting.
• Provide monthly and ad-hoc reporting to support the commercial operations of the Retail Operations and Branded channels.
• Monthly reporting and analysis to assist the division in achieving its key strategic goals

Your responsibilities will include:

• Maintenance of Retail Business Support Models – and recommendations for improvement.
• Channel profitability model design and analysis
• Foot traffic (Qnomy) and appointment booking reporting and analysis.
• Vodacom World Store trading insights and management override reporting
• Vodacom Store 2.0 consolidated reporting
• Contribute to TNPS NPS, FTF, EFF Reporting and commentary
• Consolidated branded stores monthly turnover process – control and monthly declarations process for landlords.
• Support Annual turnover working papers preparation.
• Maintenance of the lease renewal and store repository model
• Maintenance of Vodacom World Events dashboard and reporting
• Input towards Property Steerco decision matrix. Relates to lease agreement decision to factually guide decision framework.

Stakeholder Management

• Create, compile, and deliver on reporting and key information for management and various stakeholders, relating to channel performance across KPI’s
• Support and coordinate data report planning & building with the data analytics Teams.

The ideal candidate for this role will have:

• Matric or Equivalent essential
• Relevant 3year Degree / diploma essential
• Data Science and Statistics background essential
• At least 2-3 years in Commercial Business Support – Essential OR At least 2-3 years Data analytics – Essential
• Telecommunications experience an advantage.
• Must be willing to work long hours when required
• Must be willing to cross train in other divisions to gain a better understanding of the business.

Core competencies, knowledge, and experience:

• Strong Financial acumen and data analysis experience.
• Advanced Excel, Word and PowerPoint
• Advanced SQL skills - Beneficial.
• Critical thinking skills.
• Negotiating and influencing.
• Inter-personal skills.
• Project and time management skills.
• Possesses the ability to problem solve.
• Excellent presentation and communication skills.
• Dynamic Team player – able to work effectively across various functions/areas of the business.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 25 July 2025

go to method of application »

Role Purpose:

• Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
• Infinity Services Partner Company is looking for a Call Centre Trainer - Retentions.
• The role involves leading a team of agents to deliver outstanding customer service and retain clients through personalised, solution-focused support.
• It emphasises coaching, motivating, and developing the team to achieve performance targets.
• Additionally, the role ensures operational effectiveness by monitoring real-time performance, resolving escalations, and collaborating across departments.

Your responsibilities will include:

Customer Engagement & Support

• Ensure high-quality, timely, and personalized customer interactions to enhance satisfaction and loyalty.
• Support agents in resolving customer inquiries and concerns promptly and professionally.
• Promote first-call resolution by guiding agents in effective issue handling.
• Monitor and ensure adherence to customer service processes and quality standards.
• Escalate unresolved or complex issues through appropriate channels.

Retention Strategy & Execution

• Drive customer retention by identifying cancellation drivers and implementing tailored retention solutions.
• Guide the team in identifying reasons for customer cancellations.
• Develop and implement strategies to retain customers through personalized offers and solutions.
• Promote relevant products or services aligned with customer needs.
• Track and analyze retention trends to inform strategic adjustments.

Performance Management & Target Achievement

• Lead the team to meet and exceed retention and sales KPIs through structured performance management.
• Set, monitor, and report on individual and team KPIs.
• Drive achievement of retention and revenue targets.
• Analyze performance data and provide regular reports and presentations.
• Identify and address performance gaps through coaching and support.

Coaching, Development & People Management

• Foster a high-performance culture through coaching, feedback, and development opportunities.
• Provide regular feedback and coaching to agents.
• Identify training needs and support skill development.
• Participate in performance and quality calibration sessions.
• Manage team schedules and ensure optimal resource allocation.
• Evaluate employee performance and provide constructive feedback.

Operational Excellence & Communication

• Ensure smooth operations and effective communication across teams and stakeholders.
• Act as liaison between agents and other departments to ensure clear communication of policies and procedures.
• Ensure team compliance with operational guidelines and service level agreements (SLAs).
• Maintain accurate documentation and reporting of team activities and outcomes.

Continuous Improvement & Innovation

• Drive ongoing improvements in processes, tools, and service delivery.
• Identify and implement process enhancements to improve efficiency and customer experience.
• Share best practices across the team and with other operational leads.
• Leverage system insights and data to inform improvement initiatives.
• Collaborate with stakeholders to implement service improvement plans.

The ideal candidate for this role will have:

• Matric is essential
• Relevant Diploma is desirable
• Minimum 2 years’ experience in a customer solutions environment.
• A minimum 2 to 3 years’ experience with Customer care,
• 2 years’ relevant experience in the telecommunications industry (essential)
• 1-2 years team lead experience

Key Competencies:

• Customer Focus
• Conflict Resolution
• Retention Expertise
• Team Leadership
• Coaching & Development
• Performance Management
• Interpersonal Communication
• Cross-Functional Collaboration
• Influence & Negotiation
• Data-Driven Decision Making
• Problem Solving
• Strategic Planning
• Process Improvement
• Time & Resource Management
• Compliance & Quality Assurance
• CRM & Retention Tools Proficiency
• Reporting & Presentation Skills
• Digital Literacy

Job knowledge

• Customer Retention Techniques
• Call Centre Operations and Workflow
• CRM Systems and Call Logging Tools
• Sales and Upselling Strategies
• Performance Metrics (e.g., AHT, FCR, CSAT, NPS)
• Quality Assurance and Call Monitoring Standards
• Coaching and Feedback Practices
• Escalation and Resolution Protocols
• Team Scheduling and Workforce Management
• Service Level Agreements (SLAs)
• Company Products, Services, and Policies
• Compliance and Data Protection Regulations

Closing date for Applications: 25 July 2025.

go to method of application »

Role Purpose

• Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
• Infinity Services Partner Company is looking for a Customer Retentions Consultant
• Handle calls from customers considering cancellations or downgrades, aiming to retain them by understanding their concerns and providing tailored solutions.
• In this fast-paced, target-driven environment, the role also involves identifying opportunities for upselling and cross-selling to enhance customer value.

Your responsibilities will include:

Customer Retention

• Identify reasons for cancellation or downgrade and offer tailored solutions to retain customers.
• Respond to customer concerns with empathy and professionalism, aiming to resolve issues on the first call.
• Deliver personalised support that builds trust and prevents churn.
• Whenever possible, retain the customer by offering a better plan or product that provides more value and benefits.
• This not only keeps them but also helps them upgrade in a way that benefits both them and the business.
• Achieve and exceed retention targets by applying effective problem-solving and negotiation skills.
• Maintain high levels of customer satisfaction through consistent, quality service.

Sales & Value Enhancement:

• Promote relevant products or services that align with customer needs using consultative selling techniques.
• Identify and pursue upsell and cross-sell opportunities during retention discussions by offering improvements that customers will value, benefiting both them and the company.
• Clearly communicate product benefits and value propositions to increase customer engagement.
• Meet and exceed sales targets while maintaining a customer-first approach.
• Continuously improve product knowledge and sales techniques through training and feedback.

Service Delivery & Process Adherence

• Follow established processes and procedures to ensure consistency, compliance, and service quality.
• Make sure that any retention upgrades are well-documented and truly advantageous for both the customer and the business.
• Collaborate with internal teams to resolve complex issues efficiently.
• Ensure adherence to quality standards and regulatory requirements.
• Contribute to continuous improvement by identifying service gaps and suggesting enhancements.

Competencies/ Job Knowledge

• Ability to communicate clearly, empathetically, and professionally with customers.
• Strong focus on building trust and rapport with customers.
• Ability to analyse customer concerns and offer effective solutions.
• Familiarity with products or services offered by the company.
• Ability to use call center software and technology efficiently to assist customers.
• Awareness of company policies and procedures to ensure correct handling of customer queries.
• Ability to follow step-by-step processes to solve customer problems, even when they are a bit complex

Work Environment

• Call Centre Setting: Work in a dynamic call center environment with a focus on customer service and retention.
• Flexible Scheduling: May be required to work varied shifts, including evenings, weekends, and holidays.

The ideal candidate for this role will have:

Must have technical /professional qualifications:

• Matric is essential
• A Relevant Diploma is desirable
• Minimum 2 years’ experience in a customer solutions environment.
• A minimum of 2 to 3 years’ experience with Customer care,
• 2 years’ relevant experience in the telecommunications industry (essential)

Closing date for Applications: 25 July 2025.

go to method of application »

Role Purpose

• Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
• Infinity Services Partner Company is looking for a Call Centre Supervisor: Retentions
• Lead a team of team leaders to ensure comprehensive customer resolution and boost sales through service.
• These leaders will coach, guide, and motivate the team leaders to meet targets.
• Monitor performance over time and provide guidance where needed.
• Collaborate with cross-functional teams to ensure the fulfilment of the customer promise.
• Through engagement with the team and team leaders, be responsible for embedding the company's behaviours.

Your responsibilities will include:

Team Leadership & Environment Management

• Foster a high-performance culture that motivates agents to retain customers and drive upgrade conversions.
• Support team leaders in resolving complex customer cases, including service dissatisfaction and account concerns.
• Act as a liaison between team leaders and other departments to ensure accurate and timely resolutions.
• Drive agent KPIs aligned with retention targets, upgrade sales, customer satisfaction and Net Promoter Score (NPS).

Operational Oversight

• Monitor agent activities and call queues using contact centre platforms.
• Escalate system issues affecting contract renewals, product availability, or upgrade eligibility to relevant support teams.
• Identify real-time trends such as spikes in cancellation requests or upgrade delays, and escalate to operational leads.
• Set and drive operational targets for team leaders, ensuring alignment with churn reduction and revenue growth objectives.

Performance & Development

• Manage team leader performance through KPIs such as save rate, upgrade conversion rate, and call quality.
• Develop and support Individual Development Plans (IDPs) for team leaders, focusing on negotiation skills, product knowledge, and customer retention strategies.
• Provide coaching and feedback based on call evaluations, customer feedback, and sales performance.
• Participate in calibration sessions to ensure consistent handling of retention and upgrade interactions.

Revenue & Service Management

• Drive revenue generation through upselling, cross-selling, and proactive retention offers.
• Implement service improvement plans based on customer feedback related to upgrade processes, product availability, and loyalty programs.
• Build and maintain relationships with internal stakeholders to ensure alignment on offers and campaigns.
• Negotiate internally to ensure customer retention offers are competitive and aligned with business rules.

Process Improvement & Support

• Identify and implement improvements in retention and upgrade workflows, including digital self-service enhancements.
• Share best practices across teams to ensure consistency in handling save attempts and upgrade eligibility checks.
• Ensure service review outcomes are actioned by team leaders, especially in areas like contract renewal timelines and customer dissatisfaction drivers.
• Support SLA achievement and customer satisfaction through proactive engagement and process optimization.

People Management

• Manage and administer team schedules, ensuring coverage during peak upgrade periods.
• Evaluate team leader productivity and provide feedback based on sales metrics, customer sentiment, and compliance.
• Initiate and chair disciplinary actions in line with HR and compliance policies.
• Coach and mentor team leaders to enhance sales effectiveness and customer engagement

Reporting & Analysis

• Report on performance against targets, including retention rate, upgrade volumes, and revenue impact.
• Analyse and present team performance data using reporting tools and dashboards.
• Highlight and report on factors impacting performance, such as product issues, system downtimes, or offer competitiveness.

Must have technical / professional qualifications:

Must have technical / professional qualifications:

• Post Matric Certification
• 3 + years of team leader / supervisory experience
• 2 + year of call centre consultant experience
• Coaching experience
• Experience in sales

Closing date for Applications: 25 July 2025.