{"id":914,"date":"2010-07-22T10:44:12","date_gmt":"2010-07-22T09:44:12","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=914"},"modified":"2013-10-04T15:31:44","modified_gmt":"2013-10-04T13:31:44","slug":"vodacom-south-africa-client-services-manager","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/vodacom-south-africa-client-services-manager.html","title":{"rendered":"Vodacom South Africa: Client Services Manager"},"content":{"rendered":"<p><strong>Vodacom,<\/strong> South Africa\u2019s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! This may be YOU!<\/p>\n<p>Vodacom is an award winning company and has expanded into Africa. The company is driven by The Vodacom Way which embodies a spirit to win, to deal straight and to sincerely care about everything we do! Vodacom firmly believes that it can enhance people\u2019s lives and empower them. Most of all, those who work for Vodacom will seek to do the impossible. This creates a dynamic and exciting work environment offering opportunities for personal and professional growth.<\/p>\n<p>Vodacom South Africa is seeking to recruit Client Services Manager<\/p>\n<p>Job Reference Number: 2604\/AM\/ManClieServ\/BB\/Mid<\/p>\n<p>Reports To: EHOD: Client Services Operations Centre<\/p>\n<p><strong>Objectives:<\/strong><\/p>\n<p>\u2022 Manage all aspects of the CSOC client service experience and general performance of the CSOC engineers.<\/p>\n<p>\u2022 Telephone answering, quickly and efficiently<\/p>\n<p>\u2022 HPSM 7 capturing and updates<\/p>\n<p>\u2022 Client updates<\/p>\n<p>\u2022 Incident Management<\/p>\n<p>\u2022 Problem management<\/p>\n<p>\u2022 Reporting<\/p>\n<p>\u2022 Event notification<\/p>\n<p>\u2022 Implement, fine tune and maintain an ongoing Service Delivery Strategy to provide client service to levels in service assurance that meet Vodacom Business and client expectations, that takes account of both technology and operating requirements<\/p>\n<p>\u2022 Co-ordinate alignment of the Service Development Strategy with the product and service development strategy and ensure aligned implementation<\/p>\n<p>\u2022 Optimize the effective and efficient functioning of the CSOC function in context of best-practices on an ongoing basis<\/p>\n<p>\u2022 Manage relationships and contracts with suppliers of tools, systems, applications and services associated with the WiMax solution.<\/p>\n<p>\u2022 Manage relationships with other functions within Vodacom that are stakeholders in or rely on the CSOC team for service delivery<\/p>\n<p>\u2022 Engage clients and represent Vodacom regarding some aspect of CSOC service delivery.<\/p>\n<p>\u2022 Manage client SLA,s per event.<\/p>\n<p>\u2022 Manage CSOC assurance engineers shift schedules.<\/p>\n<p>\u2022 Manage CSOC IVR<\/p>\n<p>\u2022 Set up and maintain relationships with Vodacom Business partners.<\/p>\n<p>\u2022 Deliver reports and report on the service delivery, stability and overall well being of the WiMax service on a regular basis.<\/p>\n<p><strong>Key Outputs:<\/strong><\/p>\n<p>\u2022 Manage CSOC client assurance experience<\/p>\n<p>\u2022 Manage Human Resources<\/p>\n<p>\u2022 Manage CSOC Service Levels<\/p>\n<p>\u2022 Manage Internal and External Business Relationships<\/p>\n<p>\u2022 Manage and Implement Best-practice, Optimized Processes for the CSOC assurance discipline<\/p>\n<p>\u2022 Manage Quality Assurance<\/p>\n<p>\u2022 Manage Capacity<\/p>\n<p>\u2022 Maintained Policies and Procedures<\/p>\n<p>\u2022 Provided Support<\/p>\n<p>\u2022 Managed Department<\/p>\n<p>\u2022 Managed Reports<\/p>\n<p>\u2022 Maintained Relationships<\/p>\n<p><strong>Competencies:<\/strong><\/p>\n<p><strong>Skills: <\/strong><\/p>\n<p>\u2022 Client focus<\/p>\n<p>\u2022 Professional Business Communication<\/p>\n<p>Ability to manage speed and quality of service delivered<\/p>\n<p>\u2022 Leadership<\/p>\n<p>\u2022 Analytical<\/p>\n<p>\u2022 Interpersonal Relationships<\/p>\n<p>\u2022 Computer Literacy<\/p>\n<p>\u2022 Research Skills<\/p>\n<p>\u2022 Interpersonal Skills<\/p>\n<p>\u2022 Business Analysis<\/p>\n<p>\u2022 Problem Solving<\/p>\n<p>\u2022 Decision making<\/p>\n<p>\u2022 Delegating<\/p>\n<p>\u2022 Presentation<\/p>\n<p>\u2022 Change Management<\/p>\n<p>\u2022 Facilitation<\/p>\n<p>\u2022 Project Management<\/p>\n<p>\u2022 Time Management<\/p>\n<p><strong>Knowledge: <\/strong><\/p>\n<p>\u2022 Client Service Delivery in 24 x 7, multi-client, multi-service, multi-tiered environment<\/p>\n<p>\u2022 Telecommunications Industry<\/p>\n<p>\u2022 Telecommunication trends and best practice<\/p>\n<p>\u2022 Convergence trends<\/p>\n<p>\u2022 Best practice processes<\/p>\n<p>\u2022 Project Management<\/p>\n<p>\u2022 Employee Relations<\/p>\n<p>\u2022 Corporate business understanding<\/p>\n<p><strong>Attributes: <\/strong><\/p>\n<p>\u2022 Emotional maturity<\/p>\n<p>\u2022 Systematic<\/p>\n<p>\u2022 Assertive<\/p>\n<p>\u2022 Structured<\/p>\n<p>\u2022 Process driven<\/p>\n<p>\u2022 Team player<\/p>\n<p>\u2022 Persuasive<\/p>\n<p>\u2022 Attention to detail<\/p>\n<p>\u2022 Hard working<\/p>\n<p>\u2022 Flexible<\/p>\n<p><strong>Requirements:<\/strong><\/p>\n<p>\u2022 Matric (or SAQA accredited equivalent*) plus a relevant 1 year Certificate AND a minimum of 8 years relevant working experience in the telecommunications industry.<\/p>\n<p>OR<\/p>\n<p>\u2022 A relevant 3 year Business or Technical Degree or National Diploma (or SAQA accredited equivalent*) AND a minimum of 5 years relevant working experience in the telecommunications industry.<\/p>\n<p>\u2022 3 years experience in a line management position, and 3 years in a service provider business<\/p>\n<p>\u2022 A minimum of 4 years in a service delivery capacity<\/p>\n<p>\u2022 A minimum 2 years service delivery operations management experience in a 24&#215;7, multi-client, multi-service, multi-tiered environment.<\/p>\n<p>* Please note that the onus lies with the candidate to provide Vodacom with substantial evidence to prove that his\/her qualification is equivalent to the required NQF (National Qualifications Framework) level for the specific position.<\/p>\n<p><strong>Other:<\/strong><\/p>\n<p>Must be prepared to work long hours and travel extensively as and when required.<\/p>\n<p><strong>Employment Equity:<\/strong><\/p>\n<p>The Company\u2019s approved Employment Equity Plan and Targets will be considered as part of the recruitment process.<\/p>\n<p><a href=\"http:\/\/old.vodacom.co.za\/about\/careers.jsp\">Apply online<\/a><\/p>\n<p>Response Deadline: 27\/7\/2010<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vodacom, South Africa\u2019s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! This may be YOU! Vodacom is an award winning&#8230;..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[182,3],"tags":[1690],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Vodacom South Africa: Client Services Manager - Jobs in South Africa 2023<\/title>\n<meta name=\"description\" content=\"Vodacom, South Africa\u2019s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! 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