Senior Specialist MIS

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Role Purpose/Business Unit:

This highly specialised role will be responsible for implementation and developing of a MIS infrastructure to support the Consumer Care estate. It will also provide clear leadership, planning, technical direction and communication to ensure the required delivery of high quality outputs to meet customer needs in the most cost effective manner

Other key deliverables that this role will assume ownership of include:

• Responsible for recommendations as well as the implementation, development and maintenance of source data, data validation and front end systems.
• Development of integrated cross channel executive dashboards using QlikView, SharePoint Power Pivot, SQL Reporting Services.

Your responsibilities will include:

Management information

• Contribute to the overall reporting process (definitions, segmentation, etc).
• Design data requirements and validate IT developments of the reporting system/database.
• Develop reports relevant for the effective management of the division.
• Process all MI requirements relevant for the Customer Care Operations estate.
• Ensure single version of the truth.
• Responsible for defining & managing the Management Information process in Customer Care and aligning this within Vodafone framework.
• Identify and implement systems and processes to deliver standard and non-standard reporting to Executive management across the various business units in the organisation.

Research and Trend Analysis

• Research of trends on new technologies with recommendations on process improvements.
• Provide short to long term trend analysis on industry standards in this function and governance.

Production and delivery of standard and non-standard Management reports

• Conducting and facilitating analytics and modelling such as propensity to call, predictive churn models and compiling presentations of the findings.
• Define and design standard management reports to be presented to key stakeholders.
• Ownership of governance model to allow for & implement changes to reports.
• Monthly BU performance management pack to be compiled and presented to SLT.
• Business unit performance management packs to be compiled and presented to SLT.
• Ensure high standard & adherence to all internal controls.
• Provide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an on-going basis.
• Monthly programme reports to all stakeholders for purposes of planning, strategic input and corrective action.
• Conduct adhoc analysis of data sources to dimension identified data in search of insights.
• Responsible for the distribution of the South African OPCO performance for the Vodafone AMAP KPI reports. Liaising with the relevant Vodafone MIS resources to ensure alignment and compliance to definitions.

Management of advisor performance and incentives.

• Provide consultation on all contact centre incentive management programs to support the achievement of customer care targets.
• Ensure the effective functioning of the administration and incentive management systems.
• Constantly evaluate the incentive schemes to support optimal agent performance.
• Ensure regular reporting to call centre management on the impact of performance of the incentive scheme.
• Responsible for developing and project managing the implementation of agent front end systems such the Agents NPS Accelerator program, Nerve Centre Dashboards, Saves Application and bespoke agent performance management systems required to drive the strategic targets.

People Management

• Manage both direct and indirect teams to deliver desired outputs.
• Identify behavioural and coaching requirements across Customer Care estate in line with people plan.
• Development and coaching of skills within the MIS team to ensure growth and business continuity.

The ideal candidate for this role will have:

• Matric essential
• Relevant 3 year Degree is essential
• Postgraduate Qualification (Desirable)
• A minimum of 8 years job related work experience is essential with the emphasis on Management Information systems inclusive of:
  • At least 5 years’ experience in implementing MIS systems
  • Knowledge of SQL script writing is essential
  • Knowledge of SQL server databases is essential
  • Knowledge of Sharepoint development is desirable
  • QlikView Developer Skills essential
• A minimum 2 years leadership experience is essential
• Project management experience is essential

OR

• Matric essential
• A minimum of 10 years job related work experience is essential with the emphasis on Management Information inclusive of:
  • Knowledge of SQL script writing is essential
  • Knowledge of SQL server databases is essential
  • Knowledge of Sharepoint development is desirable
• A minimum of 2 years leadership experience is essential.
• Project management experience is essential
• QlikView Developer Skills essential

Core competencies, knowledge, and experience:

• Financial acumen
• Statistical acumen
• Commercial contracts
• Work Force Management
• Administration
• Budgeting
• Knowledge of data collection & analysis is essential
• Knowledge of data extraction, manipulation, analysis & presentation is essential
• Knowledge of presentation or documentation and the best way to convey a complex message to a variety of audiences is essential - (This refers to Communication Skills and Presentation Skills)
• Knowledge of data warehouse and or business intelligence solution deliver
• Strong understanding of business process through end-to-end of the value chain.
• Knowledge of data warehouse and or Business Intelligence solutions
• Knowledge of Management Information Systems
• Knowledge of Call Centers and Call Centre Systems

• Added value: Data Governance (methodologies / tools)
• Data Architecture Management
• Data Quality Management
• Formulating Strategies & Concepts
• Stakeholder Management
• Planning and organising skills
• Analysis and problem solving skills
• Interpersonal and communication skills
• Report writing skills
• Management skills
• Decision making skills
• Process management skills
• Negotiation skills
• Quality orientation skills
• Relationship Skills
• Advanced skills in Excel, Word and PowerPoint
• Advanced analysis and modelling skills essential
• Implementation of MIS strategies and technology essential

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 25 September 2026.

The base location for this role is Vodacom, Midrand Campus

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.