Vacant Jobs at Vodafone Global Enterprise

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 Team Leader to lead a group of customer resolution agents to ensure end-to-end customer resolution and drive sales through service.  These team leaders will coach/ guide and motivate the team to ensure targets are met. They will monitor performance in real time and escalate any system failures to the relevant stakeholders.
• They will work with cross-functional teams to ensure the Customer Experience Centre deliver on the Vodacom Customer promise.  
• Through their interactions with the team they will be responsible for embedding the Infinity Services Partner Company Spirit behaviours.

Your responsibilities will include:

• Create a positive working environment that motivates agents to perform at the required levels of service.
• Monitoring agent activities and call center queues, while escalating any system errors to the appropriate stakeholders.
• Contribute to customer service by assisting agents in solving or escalating customer queries
• Assist in escalations to ensure case management
• Act as liaison between agents and all other relevant role players to ensure that the correct channels of communication are followed concerning management information, policies, and procedures
• Drive agent KPI’s in line with company strategic objectives
• Identify real-time trends and escalate to the relevant role players
• Manage performance and support with Individual development plans
• Real-time escalation management
• Set and drive operational targets
• Monitor, track, and report on agent sales KPI’s
• Responsible for ensuring revenue generation within their team.
• Drive revenue increase
• Responsible for managing services for customers
• Implement service improvement plans based on customers' feedback
• Create and manage relationships with customers and Vodacom’s stakeholders.
• Liaise with Customer Care departments in Vodacom to ensure end-to-end case management.
• Provide Support
• Provide support to ensure SLA's and customer expectations are met

​​​​​​​People Management

• Participate/ provide input to performance and quality calibration sessions
• Provide feedback and coaching to Agents and identify training needs 
• Managing and administration of team schedules
• Evaluating employee performance and productivity and providing constructive feedback and coaching
• Coaching the team for career advancement opportunities
• Initiate disciplinary action 

​​​​​​​Reporting

• Report on performance against targets 
• Provide analysis and presentation on team performance
• Report on elements impacting performance
• The ideal candidate for this role will have:

The ideal candidate for this role will have:

• Matric certificate essential
• Post Matric Certification (Higher certificate or above) desirable – NQF level 5 and above
• 1 + years of team leader experience 
• 2 + year of call centre/customer facing experience
• Coaching experience
• Experience in sales
• Effective verbal and written communication skills
• Advanced Excel analytical skills
• Moderate Problem solving ability
• Moderate computer proficiency
• Supplier must ensure that when recruiting new people leader, the minimum requirements are met.

​​​​​​​Job Knowledge:

• Telecommunication landscape
• Sound knowledge of Microsoft (Word, Excel & PowerPoint)
• Basic sales skills
• Sound knowledge of operational call centre performance metrics 
• Sound knowledge of accounting ( statements and invoice)
• Sound Business Acumen

​​​​​​​Skills:

• Time management skills essential
• Evaluation skills essential
• Facilitation skills essential
• Problem solving, Decision making and analytical skills essential
• Communication Skills (verbal & written) is essential
• Ability to cope well under pressure and adjust to change is essential
• Interpersonal skills and conflict management
• Coaching skills
• Leadership skills/ability to motivate the team – essential

Closing date for Applications: 19 October 2025

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Role Purpose:

• To Supervise team of Credit Controllers and oversee the daily collection function that reside within the Distribution Team.

Your responsibilities will include:

Supervise and support the credit control team.

• Assign tasks and support credit controllers.
• Review productivity metrics and plan team’s output.
• Facilitate Monthly incoming payments (cash forecast)
• To liaise with 3rd parties to resolve account disputes involves meetings and negotiation with HODs, Financial Managers

Credit Control

• Review daily credit limits against customer balances and rectify exceeded limits.
• Monitor outstanding balances (Past Due report) to ensure timeous collection of payments.
• Review 3rd party accounts and ensure that all FICA information is updated on AR systems.

Reporting and Analysis

• Prepare Daily Productivity reports.
• Prepare regular reports on credit control activities, outstanding debts.
• Prepare and circulate Sales/Dispute reports.
• Prepare reports as per Customer requests.
• Review current processes and recommend improvements to credit control processes and policies.

SOX Compliance

• To review Bank statements and ensure that processes are SOX Compliant.
• Ensure that ASICS approvals are timeously done.

Coordination

• Collaborate with Sales, Finance and other departments to ensure that Customer complaints and disputes are resolved as per SLA

The ideal candidate for this role will have:

• Matric
• Credit Management or Finance related qualification.
• 5 years or more Credit Control, Team Leader, or Supervisor experience.
• Experience in dealing with 3rd Parties to resolve account disputes.
• Experience in dealing with Senior Leadership and key stakeholders
• Strong analytical and numerical skills.
• Proficiency in MS office (Excel intermediate to advanced)
• Ability to handle high pressure situations and meet deadlines.

Personal Attributes

• Strong stakeholder management,
• Communication and problem-solving capability.
• Able to operate at management reporting level.

Core competencies, knowledge and experience:

Extreme Importance

• Team Leadership: Ability to lead, motivate and support the team effectively.
• Communication Skills: Excellent verbal and written communication skills.
• Credit Management Expertise: Strong knowledge of collection processes, techniques and legal considerations.
• Risk Management: Skills in identifying and mitigating credit risks.
• Adaptability and Resilience: Ability to adapt to changing circumstances and work effectively under pressure. Must have strong capacity to handle challenging situations and setbacks positively,

High Importance

• Organisational skills: Ability to prioritise tasks, manage multiple responsibilities and meet deadlines.
• Relationship Management: Ability to maintain positive relationships with customers while ensuring compliance with credit policies.
• Attention to detail: Meticulous in managing records.
• Data Analysis: Ability to analyse credit reports and relevant data to make informed decisions.
• Customer Centricity: Dedicated to meeting the needs of internal and external customers.
• Training and Development: Skills in coaching and developing team members to improve performance. Technical skills, Interpersonal abilities
• Learning and Researching

Closing date for Applications: 21 October 2025. 

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Role Purpose:

• The Senior Business Consultant is responsible of providing first, second and or third line support in customer queries for Subscriber Collections and provide support to our internal and external Customers.

Your responsibilities will include:

• To telephonically resolve general service queries from internal and external customers
• Conduct service request and identify root cause of fault within the specified portfolio.
• To escalate issues to other departments, when needed, and follow up.
• To identify skills and knowledge gaps and to provide feedback to Line Management and Training

Fault management

• Ensure fault management communication and escalation to the relevant parties where appropriate within predefined procedures and timeframes.
• Analyse and conduct trend analysis with fault management in order to identify and manage escalation requirements.
• Interpret data, analyse, results and provide ongoing reports
• Identify, analyse, and interpret trends or patterns.
• Locate and define identify possible improvement opportunities
• Conduct Outgoing calls related to customer queries or open Service Requests

Support

• To provide Support to our external Customers
• Communicate with and respond to all Contact Centres with respect to Fibre contact centre and pertinent information associated with fault management.
• To investigate and resolve escalations from Call Centre and Management
• To escalate issues to other departments when needed, and follow up
• To draft reports in the spirit of continuous improvement to Line Management, Quality and Training functions.
• The ideal candidate for this role will have:

Experience:

• Matric / Grade 12 essential 
• Relevant Business diploma or degree essential 
• 3 years’ experience in: Customer service and Collections Business Support is essential.
• Collections Business Support is essential.
• 2nd line Support is essential.
• General management skills is essential
• Stakeholder engagement is essential.

OR

• Matric / Grade 12 essential
• 5 years’ experience in: Customer service and Collections Business Support is essential.
• Collections Business Support is essential
• 2nd line Support is essential
• General management skills is essential
• Stakeholder engagement is essential

Job Knowledge:

• Specialised knowledge of all Vodacom products, services and procedures is essential
• Understanding of internal Customer service processes and departments (Quality, Training, CIC, Retentions etc) is essential
• Knowledge of products and services and Telecommunications is essential.
• Knowledge of Subscriber Collections applications such as ICAP, Siebel EBU, Eppix, M2 and Tallyman 
• Knowledge of Service Provider policies and procedures is essential
• Excellent knowledge of Computer Laptop.
• Knowledge of Collections, Finance and Fraud Processes
• Ability to define sometimes complex solutions
• Vodacom product and services knowledge is essential

Job Related Skills:

• Conflict resolution skills are essential
• Problem solving skills are essential
• Analytics skills 
• Reporting skills 
• Attention to Detail and Accuracy
• Apply Good Business Judgement

Closing date for Applications: 21 October 2025.