Cluster Supervisor Niassa Tempo Inteiro NOVO

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role Purpose

Supervise and coordinate all M-Pesa & GSM field activities, managing and supporting the teams on the ground with resources and constant training. Must guarantee availability of stock within the Clusters, ensure that targets are achieved and that the Cluster model brings the expected results. Manage and coordinate CSR daily activities.

Key Accountabilities

• Supervise Cluster Sales Representatives performance, setting up the 1o1, call reports and face to face management process;
• Coordinate CSRs daily visits (SVs, M-Pesa Agents and Stores);
• Collect insights and propose solutions to the Manager;
• Report findings and key activities to the Territory Manager (GSM, Mpesa, MKT, Retail, Devices);
• Market attacks planning and execution (including set up of the sales stand, resource allocation, products awareness);
• Management of devices (allocations and reallocations);
• Post sales management (recons, etc);
• Planning and monitoring of KickSides, SVs & M-Pesa Agents activity;
• Ensure recruitment of SVs & M-Pesa Agents;
• Resolve all operational issues within a reasonable timeframe, in line with VM/M-Pesa SLA’s (M-Pesa, SOP, Warehouse, Logistics, etc.);
• Ensure all work tool and material needs are provided;
• Ensure physical and electronic recharges, Starter Packs, M-pesa Float are always available within the Cluster;
• Distribution of stock for the CSR (starter packs, devices);
• Validate all M-Pesa Agents acquisitions and other requests (Sim Swap, etc) according to requirements;
• Radios & Digital channels: Engage with the radios on contract, identify and pursue new radios with strong impact and identify and propose ideas to promote our brand, products and service with focus to local content;
• Stock: Manage stock availability within dealer stores by supporting them submitting orders.

What we are looking in you

• Bachelor Degree in Business  or another related field;
• Experience in, and knowledge of telecoms services, applying this expertise in a customer-focused way;
• Excellent communication skills including presenting & negotiation with Customers. Strong problem-solving skills – Complaint managers may also be responsible for training their team members on how to handle Customer complaints. This can involve identifying the best way to resolve the issue and providing the representative with the tools they need to do so;
• Empathy to support in communicating with the Customers in a way that makes them feel heard and understood;
• Excellent written and verbal communication skills;
• Active listening to listen and address team members´ concerns;
• Leadership – this role may have the responsibility of delegating tasks, assigning projects and managing employees´ performance.

Who we are

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.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance. Together we can.