Overview
Call Centre Supervisor Jobs in Dar es-Salaam, Dar es Salaam, Tanzania at Vodacom
Title: Call Centre Supervisor
Company: Vodacom
Location: Dar es-Salaam, Dar es Salaam, Tanzania
Role Purpose And Key Responsibilities
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)
- The role ensures delivery of high-quality customer experience, adherence to SLAs/KPIs, operational discipline, and continuous improvement of digital and social media engagement.
Key accountabilities and decision ownership:
- 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
Qualifications, Competencies, Knowledge And Experience
- 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 and service knowledge within telecom/customer service environment
- Ability to lead, motivate, and develop social media and digital care advisors
- Strong understanding of digital and social media platforms
- Ability to manage customer sentiment and improve NPS
- Data-driven mindset for performance tracking and decision-making
- Excellent written communication for effective digital and social media engagement
- Understanding of KPIs, SLAs, and call center processes