Call Centre Supervisor

Job Description

Vodacom Tanzania Plc is seeking a Call Centre Supervisor to lead its Digital Care & Social Media team in Dar es Salaam. The role is responsible for ensuring exceptional customer service across digital platforms, including email, SMS, WhatsApp, Facebook, X (Twitter), Instagram, and the mobile application. The successful candidate will oversee daily operations, drive team performance, ensure compliance with service standards, and continuously improve the overall customer experience.

This position is well suited for an experienced customer service professional with leadership skills, a strong understanding of digital customer engagement, and the ability to manage performance, resolve escalations, and optimize service delivery in a fast-paced environment.

Responsibilities

• Supervise daily digital customer care and social media operations.
• Ensure compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and response timelines.
• Manage customer service queues, case routing, and backlog control.
• Ensure proper tagging and handling of customer interactions across all digital platforms.
• Lead, coach, mentor, and develop Digital Care Advisors.
• Monitor individual and team performance against established KPIs.
• Drive improvements in customer satisfaction and Net Promoter Score (NPS).
• Conduct regular performance reviews and provide continuous coaching and feedback.
• Handle complex customer complaints and high-priority escalations.
• Coordinate with internal departments and external vendors to resolve customer issues.
• Analyze operational performance data, customer feedback, and service trends.
• Identify process improvement opportunities to enhance operational efficiency.
• Ensure compliance with standard operating procedures, quality standards, data privacy requirements, and regulatory guidelines.
• Lead initiatives that improve service quality, response speed, and overall customer experience.

Qualifications

• Bachelor’s Degree in Business Administration, Communications, or a related field.
• Minimum of 2 years of experience in a call centre or digital/social media customer care environment.
• 1–2 years of supervisory or team leadership experience.
• Strong knowledge of digital communication and social media platforms.
• Experience in the telecommunications or customer service industry is an advantage.
• Proven ability to lead, motivate, and develop high-performing teams.
• Excellent written communication skills for digital customer engagement.
• Strong understanding of call centre operations, KPIs, and SLAs.
• Experience using performance data to support decision-making.
• Ability to manage customer sentiment and improve Net Promoter Score (NPS).
• Strong problem-solving, analytical, and escalation management skills.

How to Apply

Apply online through the Vodacom Careers portal

Conclusion

This is an excellent opportunity for customer service professionals with supervisory experience who are passionate about digital customer engagement and service excellence. Joining Vodacom Tanzania as a Call Centre Supervisor offers the opportunity to lead a dynamic team, improve customer experiences, and contribute to the company’s digital transformation initiatives.