Supervisor: Retail Operations

Supervisor: Retail Operations

Supervisor: Retail Operations 
Posting Country: MZ - Tete 
Date Posted: 14-Jun-2020
Full Time / Part Time: Full Time
Contract Type: Permanent

Joining Vodacom is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.

Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.


Role purpose: The Retail Ops Supervisor is responsible for ensuring the availability of services and operations at Dealer Stores in Maputo. He / she will be responsible for monitoring customer services, controlling Customer Service Representatives, maintaining good levels of customer service as well as interacting with support teams.


Key accountabilities and decision ownership 

  • Make sure Custumer Service Targets are achived by Managing the Customer Service Agentes.
  • Guarantee that all Vodacom Policies and Procedures are adhered in all Vodacom Dealer Stores in Maputo.
  • Ensure good presentation, knowledge, friendliness and resolution of issues by Customer Service Representatives allocated to Maputo. 
  • Regularly visit to Dealer Stores to ensure the quality of service offered by Customer Service Representatives and implement corrective/ improvement measures when needed.    


Core competencies, knowledge and experience

  • Customer FOCUS – Customer centric 
  • Strong communication and leadership skills 
  • Computer Literacy
  • Relationship building skills
  • Coaching and preparing next in charge
  • Creative and Innovative person.


Must have technical / professional qualifications

  • Degree in Business Management, Retail our related area
  • Driving Licence (manual)
  • Experience in driving manual car


Key performance indicators

  • Costumer’s Waiting time at stores
  • TNPS / NPS
  • Customer queries resolution
  • Complains

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.