Call Center Manager
VodafoneKinshasa, Kinshasa, Democratic Republic of the Congo
Posted March 31, 2026
Full Time
About the Company
Vodafone is a global telecommunications leader offering mobile and fixed services, technology solutions, and connectivity. We empower people worldwide through innovative technology while fostering a culture of sustainability and inclusivity. Our mission is to connect individuals and solve complex challenges, providing career growth opportunities and work-life balance for employees.
Job Description
Job is for a Call Center Manager to run and optimize Call Center Operations, ensuring efficient service delivery and customer satisfaction.
Requirements
- Run and optimize Call Center Operations
- Ensure efficient service delivery and customer satisfaction
- Operate the call center in alignment with the business strategy
- Optimize workflows and processes
- Usage of technology to ensure maximum first line support and resolution of Customers complex queries
- Ensure positive Customer Experience
- Hiring, training, and supervising call center staff
- Identifying agents training needs and providing ongoing coaching to improve staff skills and knowledge.
- Maintaining clear and effective communication with staff, other departments and senior management.
- Evaluating agents interactions with Customers, providing feedback and coaching staff on best practices.
- Ensure staff motivation through ad hoc programs for personal growth, training and performance recognition (reward)
- Manage the call center budget: controlling costs and ensuring efficient resource allocation.
- Keeping up to date with industry trends, best practices, and new technologies in the call center field.
- Implementing quality control measures to ensure consistent and high-quality customer service.
- Tracking key performance indicators (KPIs) such as call volume, resolution time, customer satisfaction, and sales targets.
- Analyzing data to identify areas for improvement.
- Preparing regular reports on call center performance, analyzing data, and presenting findings to senior management.
- Develop and maintain reports and presentations in adherence with business needs
- Provide business analysis to support key decisions.
- Pro-actively liaise with all internal stakeholders, Clients & partners, outsourced operations included, to maintain Call Center effectiveness.
- Ensure adherence and proactive management of staff as per required flows, skills, schedules and forecasts.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
