Position: Call Centre Supervisor

Company: Vodacom

Location: Dar es Salaam

Role Purpose:

To supervise and drive performance of the Digital Care & Social Media team, ensuring timely, professional, and consistent handling of customer interactions across all digital and social media platforms (e.g., Email, SMS, WhatsApp, Facebook, X, Instagram, App).

Key Responsibilities:

  • Drive daily digital and social media operations ensuring SLA adherence, queue management, and timely resolution of customer queries
  • Lead team performance and quality, including coaching, monitoring KPIs, and improving NPS
  • Manage digital and social media channels ensuring proper case handling, tagging, and backlog control
  • Handle escalations and critical customer issues, ensuring fast and effective resolution
  • Partner with internal teams and vendors to resolve system/process gaps and improve customer experience
  • Analyze performance data and trends to drive continuous improvement and operational efficiency
  • Ensure compliance with SOPs, data privacy, and regulatory standards

Requirements:

  • Bachelor’s degree in Business Administration, Communications, or related field
  • 2+ years’ experience in call center, digital, and social media customer care operations
  • 1-2 years in a supervisory or team leader role
  • Strong product/service knowledge in telecom/customer service
  • Ability to lead, motivate, and develop advisors
  • Proficiency in digital/social media platforms and data-driven decision-making

How to Apply: CLICK HERE TO APPLY

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