Website Vodacom
Vodacom
Call Centre Supervisor
Dar es Salaam, Tanzania
Requisition ID: 284591
Date Posted: 06 September 2026
Role Purpose
The Call Centre Supervisor is responsible for leading the Digital Care & Social Media team to ensure high-quality customer service across all digital channels, including:
- SMS
- X (Twitter)
- Mobile App
The role ensures efficient service delivery, SLA compliance, strong team performance, and continuous improvement of customer experience.
Key Responsibilities
1. Digital Operations Management
- Supervise daily digital and social media customer service operations
- Ensure adherence to SLAs, KPIs, and response timelines
- Manage queues, case routing, and backlog control
- Ensure proper tagging and handling of customer interactions across platforms
2. Team Leadership and Performance
- Lead, coach, and mentor digital care advisors
- Monitor individual and team KPIs
- Improve customer satisfaction and Net Promoter Score (NPS)
- Conduct performance reviews and continuous feedback sessions
3. Escalation and Issue Resolution
- Handle complex and high-priority customer escalations
- Ensure timely and effective resolution of critical issues
- Coordinate with internal teams and external vendors for issue resolution
4. Data Analysis and Continuous Improvement
- Analyze performance data, trends, and customer feedback
- Identify process gaps and improvement opportunities
- Drive operational efficiency and service optimization
5. Compliance and Quality Assurance
- Ensure adherence to SOPs and operational standards
- Maintain compliance with data privacy and regulatory requirements
- Uphold quality standards in all digital customer interactions
Qualifications and Experience
Required Education
- Bachelor’s degree in:
- Business Administration
- Communications
- or related field
Experience
- 2 years in call center or digital/social media customer care operations
- 1–2 years in a supervisory or team leader role
Key Skills and Competencies
- Strong knowledge of digital and social media platforms
- Experience in telecom or customer service environments (preferred)
- Ability to lead, motivate, and develop teams
- Strong written communication skills for digital engagement
- Data-driven decision-making and performance tracking
- Understanding of KPIs, SLAs, and call center operations
- Ability to manage customer sentiment and improve NPS
- Strong problem-solving and escalation management skills
Core Responsibilities Summary
- Lead digital customer care operations across multiple platforms
- Ensure service quality, speed, and compliance
- Develop team performance and customer experience outcomes
- Use data and insights to improve operations
- Manage escalations and cross-functional coordination
How to Apply:
To apply for this job please visit jobs.vodafone.com.