Nerve Centre Supervisor

Website Vodacom

Job Description:

The Supervisor will be responsible for driving the success of the call centre business through the continuous and constant evaluation; support and development of the teams within their areas of responsibility from a traditional operations support into digital operations support by blending customer operations and digital (Tribe) activities.

Job Responsibilities:

  • To liaise with products and engineering teams in order to resolve failures and understand Vodacom’s network and products
  • To build and maintain productive relationships with key role players such as Outsourced Partners, NMG, CIC, IT, CCS, BSG and Operations.
  • To ensure availability of all contact centre systems through effective and efficient escalation of failures to NMG, CIC or IT to ensure quick resolution.
  • To actively seek out and implement monitoring tools to proactively identify potential failures
  • To ensure escalation of reoccurring failures to the Specialist Business Insights for analysis.

Job Requirements:

  • Customer Support or Fault Management is essential
  • 2nd line Support is essential
  • Customer Care / Contact Centres is essential
  • 3 To 5 Years’ Experience In
  • Relevant diploma or degree is essential
  • Matric is essential

Job Details:

Company: Vodacom

Vacancy Type: Full Time

Job Location: Bellville, Western Cape, South Africa

Application Deadline: N/A

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