Manager Call Center VBU Support

Job Description

Role purpose:

The Manager Call Centre & VBU Support is responsible for the end-to-end management, stability, performance, and continuous improvement of Call Center platforms and VBU support, in alignment with Vodacom/Vodafone standards, policies, and customer experience objectives. He is responsible for day-to-day well running of Various applications within his area of responsibilities. He will play key role in ensuring that the billing operations meet Vodacom standards, compliance requirement, and Customer Satisfaction Goals.

The manager is responsible of Resources: Human Resources, Financial Resources (CAPEX, OPEX), Value materialization and Reporting on performances.
The manager keeps leadership when it comes to develop and maintain infrastructure (HW, SW, DB, MW) and applications under his area.

Governance & compliance

• General cross-functional policies and procedures awareness amongst team members
• Specific Policy ownership, drafting, validation, approvals, review
• Compliance assessment report, production of compliance evidences, Audit findings tracking …
• Identification of governance limits, explorations of new governance routes, amendments of existing and developments of new policies
• Maintenance and support agreement: SLA enforcement, Weekly performance tracking, Monthly contract review
• Maintenance and support agreement: Cost Efficiency (Cost reduction, Value Management) & Quarterly Assessment.
• Finance: OPEX lifecycle management – Shopping Cart => PO => Service Performance Review => Service Receipt (GRN) => Invoice Payment
• Daily stand-up calls and weekly reporting.

Availability and performance Management

• Daily health check as per the agreed standard operating procedure
• Applications performance review and reporting on Key Performance Indicators
• Business Continuity Management
• Systems / Database Backup and restore
• System uptime and issue resolution times.

System & Platform Management

• Management of Call Center platforms (Collab, Tobi, XNPS, IRM (KYC))
• Support of Business Unit applications and integrations.
• Infrastructure, database, and network dependency oversight

IT Service Management

• IT Assets Discovery, authentication and Inventory
• Incident and Problems management as per the policy
• Capacity management as per the policy
• IT Service Desk support to internal users where applicable and in alignment with IT service Desk Policy
• Basic Architecture design – UAT
• Continual Service Improvement.

Project Management, Products and Services Development

• Endorsement and validation of project plan through a close collaboration with project managers
• Endorsement and validation of Products and Services rollout plan
• Responsible for development of new capabilities required for new projects, products and services
• Third party systems Integration Design and Implementation
• Finance CAPEX: Return on Investment (ROI)

Cybersecurity and GDPR

• Users Access Management
• Privileged Users Access Management
• Cybersecurity and GDPR by design
• IT Assets obsolescence management
• Vulnerabilities and Compliance Management
• Unsecure Ports

Human Resource Management

• Attraction, recruitment and retention management with support from HR
• Staff Development management
• Staff performance management
• Consequence management

Key accountabilities and decision ownership

• Oversee the day-to-day operations of all applications under your supervision to ensure systems availability and performance.
• Efficiency in Incident and problems management as per the policy (SLA)
• Billing – ensure data accuracy, integrity and timely processing and develop and maintain a detailed reports on billing metrics, trends, and key performance.
• Business projects and new products timely delivered and with high quality of expected outcomes.
• Ensure all applications under your area comply with Technology Security requirements.

Core competencies, knowledge and experience [max 5]:

• Excellent with Planning, organizational and time management
• Excellent with Service management
• Ability to Influence Stakeholders
• Advanced IT Technical Skills – Hardware, Operating Systems, Databases, Industry Applications (Call Center, Chat bot, KYC)
• Excellent with mapping techniques Business requirements to processes to application functionalities
• Sound knowledge of the management and execution of supplier and internal Service Level Agreements

Must have technical / professional qualifications:

• ITL, Process Design and Workflow Optimization
• Strong and Focused Business Oriented decision making
• Architecture design, development and implementation skills
• Strong interpersonal and communication skills
• Creative, innovative thinking
• Good team player

Key performance indicators [max 3]:

• System availability and incident resolution times => 99.99% availability (applications and services) & Resolution as per the SLA.
• Business projects and new products timely delivered and with high quality of expected outcomes (90% before the due agreed date and 100% satisfaction from customer)
• Technology Security Efficiency – 100% of Systems with redundancy (100% backups completed vs policy, 100% TRP timely completed, 100% vulnerabilities timely closed)