New Vacancies at Vodacom Tanzania June 2026,
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people’s lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn’t a concept; it’s lived, breathed, and cultivated through everything we do. You’ll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We’re committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
1. JOB TITLE: Call Centre Supervisor
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
2. JOB TITLE: Customer Experience Specialist
Role purpose:
The Customer Experience Specialist is responsible and empowered to
convert “As Is” experiences into better “To Be” experiences, whilst ensuring the company acts and deploys appropriate actions in all stages to improve the overall customer experience and levels of customer loyalty across assigned touch points/channels as well as its products and services.
will take accountability for objectively designing and measuring the customer experience delivered by all the touch points that include but not limited to contact centre and retail.
will also be an active participant in the GTM (Go To Market) process, acting as the customer advocate, by proposing and following through that the best experience of our products and services are delivered and the necessary toolkits are in place to support Customer Service Representatives in delivering an exceptional customer service.
Key Responsibilities:
Gain an understanding of customer requirements through
the review of As-Is Experiences within the assigned product/service/channel portfolio
quantitative and qualitative insights on existing products/services/ channel
proactive participation in the Go To Market (GTM) process
Design and implement
improved To-Be experiences which are not limited to existing but are also applicable to new products/services/channels
appropriate experience KPI measurements for a particular product/service/channel
appropriate toolkits/processes for the frontline support.
Build effective professional relationships with business partners across CBU, VBU, MPESA and Channels.
Managing expectations and priorities whilst maintaining delivery commitments towards experience reviews, improvements and continuous monitoring.
Qualifications, Experience, Knowledge and Competencies
Bachelor Degree in Business Administration or any other related field.
2 years of experience in Customer Experience or Business Analysis or Programme Management
Matric + additional relevant programs/certificates is advantageous
Strong Analytical skills – able to assess data, reports, insights and existing processes, identify negative experience root causes or paint points; recommend /develop creative and innovative customer centric solutions with an international context.
Process-Oriented – solid understanding of key cross-functional processes touching customers; able to spot optimization opportunities
Commercially astute – solid understanding of the market, competitor, & customer; Knowledge of Vodacom products and services and their value to customers as well as what competitors are offering in comparison
Stakeholder management – Ability to work and influence cross functional and external stakeholders for development and delivery of results towards an ‘ideal Customer Experience Journey’; Ability to connect the dots and extract value from the information by engaging in successful dialogues; Act as a customer champion even when it is unpopular
Dar Es Salaam, Tanzania, United Republic of
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