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