Manager Call Centre Operations
VodafoneDar es-Salaam, Tanzania
Posted April 10, 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
The Manager Call Centre Operations will deliver superior service to all VTL customers, managing the inbound/outbound Customer Care, leading business partners, and ensuring performance and budget control.
Requirements
- Bachelor’s Degree in Business, Operations, IT, or related field
- Strong vendor management and commercial governance capability
- Deep expertise in call center operations within large scale outsourced environments
- High competence in SLA management, performance dashboards, and data analytics
- Excellent communication, negotiation, and influence across senior external stakeholders
- Strong leadership, decision making, and crisis management capabilities
- Proficiency in CRM, telephony platforms, WFM systems, QA tools, and performance analytics