Call Center & VBU Support Manager

About the role

The Call Center & VBU Support Manager is responsible for the end‑to‑end stability, performance and continuous improvement of call‑center platforms and VBU support services. The role ensures alignment with Vodacom/Vodafone standards, compliance requirements and customer‑experience goals while overseeing daily operations of multiple applications.

Key responsibilities

• Manage the performance, availability and governance of call‑center platforms (Collab, Tobi, XNPS, IRM).
• Lead resource planning for human, financial (CAPEX/OPEX) and material assets.
• Develop, maintain and document infrastructure (hardware, software, databases, middleware).
• Enforce SLA agreements, monitor weekly performance and conduct monthly contract reviews.
• Oversee business continuity, backup/restore procedures and system uptime.
• Drive IT service management processes: incident, problem and capacity management.
• Coordinate daily stand‑ups, weekly reporting and KPI dashboards.
• Validate project plans, support product roll‑outs and integrate third‑party systems.
• Ensure cybersecurity, GDPR compliance and privileged access management.

Required profile

• Proven experience managing call‑center platforms and telecom support services.
• Strong leadership skills with responsibility for HR and financial resources.
• Deep understanding of governance, compliance and audit processes.
• Ability to drive continuous service improvement and manage complex projects.

Required skills

• Collab, Tobi, XNPS, IRM (KYC) platforms
• IT Service Management (ITSM) processes
• Database backup and restore
• Infrastructure management (hardware, software, middleware)
• Project management methodologies
• Cybersecurity and GDPR compliance

What we offer

• Opportunity to lead a critical function within a leading telecom operator.
• Exposure to large‑scale platforms and cross‑functional projects.
• Competitive compensation and professional development.