(VF-JA) Assistant Customer Operations Team Lead at
Vodacom, Dar es Salaam April 2026
Role Purpose & Key Responsibilities
Role purpose:
The Customer Operations Analyst is
responsible for driving operational excellence, delivering data-driven
insights, and leading strategic projects that enhance customer experience,
efficiency, and service quality within the Customer Operations environment.
This role combines analytical expertise, process
optimization, and project management to ensure that operational initiatives are
successfully planned, executed, and embedded across teams.
Key Responsibilities:
- Analyze
operational performance, customer behavior, and call drivers while generating
insights, forecasts, and root‑cause reports.
- Lead
end-to-end projects, coordinating teams, managing timelines, risks, and
driving adoption of new tools and processes.
- Optimize
and document processes, identifying automation opportunities and ensuring
compliance and customer-first standards.
- Manage
stakeholders, facilitating workshops, aligning requirements, and
communicating project progress across departments.
- Maintain
reporting and documentation, including dashboards, SOPs, workflows, and
KPI scorecards.
Qualification, Knowledge, Competencies and Experience
- Bachelor’s
degree in business, Statistics, IT, or related fields.
- 3+
years of experience in business analysis, operations, project management,
or Customer Operation leadership roles.
- Certification
in Project Management or Business Analysis is an added advantage.
- Strong
analytical skills with ability to interpret complex data and derive
actionable insights.
- Solid
understanding of Customer Operations, customer service workflows, and contact
center technologies.
- Demonstrated
project management experience (Agile or Waterfall).
- Excellent
communication, facilitation, and stakeholder engagement skills.
- Advanced
skills in Excel, and Power BI systems.
- Ability
to manage multiple priorities in a fast-paced operational environment.
How to Apply:
To submit your application, please follow the link provided
below.
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