Function: To lead and manage the Technical Officers within Vodacom Business CSOC | Express Group Business Partner desk . Take overall responsibility for driving incident volumes and ongoing development of the Technical Officers, continuous training & coaching ensuring delivery of incidents resolution. 

Measurement areas: How to Lead & supervise, improve Customer satisfaction, team development and deliver results. 

Role Overview 
The Express Group: Business Partner Desk Squad Leader is responsible for support, testing, quality assurance and problem resolution of a range of the Vodacom fixed managed & broadband products and any other product that Vodacom may assign to the Lead. Support the Technical Officer team with incident volumes in their queues, minimising to eliminate escalations, oversee the Escalation Representatives and ensuring of fantastic customer experience.

Role responsibilities and key focus areas:

1. Operational Excellence & Service Delivery

Work with support teams to ensure that all customer request criteria is fulfilled. 

Monitor and drive improvements in key KPIs such as First Call Resolution (FCR), Net Promoter Score (NPS), and Average Handling Time (AHT).

Ensure adherence to SLAs, OLAs, KPIs, and quality standards across all service and support activities.

Oversee and validate the execution of Technical Resolution Management Support activities, ensuring compliance with documented processes and Vodacom policies.

Manage incident resolution, CINC escalations, and urgent customer needs within agreed timeframes.

Control operational costs and expenses within the allocated OPEX budget.

2. People Leadership & Development

Lead, coach, and develop a high-performing team through regular 1:1s, feedback, and performance reviews.

Motivate and engage team members to maintain high morale and productivity.

Manage team performance, wellbeing, and development in alignment with Vodacom’s culture and values.

Identify training needs and partner with Learning & Development to upskill the team.

Promote a customer-first mindset and represent the voice of the customer in internal forums.

3. Process & Quality Management

Drive continuous improvement initiatives and identify opportunities to enhance efficiency and effectiveness.

Ensure quality assurance and compliance across all deliverables, including root cause analysis and documentation.

Maintain accurate and up-to-date documentation, dashboards, and progress reports.

Support implementation of Safety, Health, and Environment (SHE) standards and ensure a conducive working environment. 

4. Knowledge & Change Enablement

Ensure the team has access to current knowledge articles and promote knowledge sharing.

Support change management efforts by enabling readiness and adoption of new tools, systems, and processes.

Understand and improve the end-to-end customer journey by identifying friction points and collaborating cross-functionally to resolve them. 

5. Governance & Compliance

Ensure compliance with legislative requirements and corporate governance standards.

Ensure adherence to project deliverables.  

Uphold Vodacom’s values and ethical standards in all leadership and operational activities. 

Technical Skills and Experience

Matric minimum requirement

National Diploma/Degree in a scientific/Information Technology discipline 

ITIL Foundations certification (beneficial)

At least three years management experience within a customer service and technical environment

Knowledge of the broadband platform and supporting OSS/BSS systems

Practical and systematic approach to work 

Telecommunications industry experience 

Experience working with OSS/BSS software as end user or from working in the telecommunications sector.  

Exposure to /awareness of project management frameworks 

Proven experience in a customer facing function

Key Competencies

Strategic Thinking & Execution

People Leadership & Coaching

Customer-Centric Mindset

Operational & Performance Management

Stakeholder Engagement

Change Leadership

Analytical & Problem-Solving Skills

Communication & Influence