Team Leader – Business CARE Service Management

About the role

Vodafone is looking for a proactive Team Leader to oversee the day‑to‑day service management activities for Vodacom Business CARE. You will ensure corporate customer requests—such as renewals, cancellations, migrations and value‑added services—are processed accurately and on time, while driving improvements that reduce revenue leakage and enhance billing accuracy.

Key responsibilities

• Plan and coordinate the team’s daily work queue to meet agreed service levels for account changes.
• Provide guidance, quality checks and clear customer communication to minimise rework.
• Lead investigations of billing and account discrepancies, collaborating with Finance, Sales, IT and Customer Care.
• Monitor performance metrics, identify trends and implement process improvements for first‑time‑right delivery.
• Coach and support team members through problem‑solving, knowledge sharing and continuous improvement.

Required profile

• Bachelor’s degree in Business Administration, Accounting, Finance, Management or related field, or equivalent practical experience.
• Fluent in English and Portuguese (spoken and written).
• Experience in customer operations or service management within a high‑volume environment.
• Good knowledge of corporate telecom service fulfilment, order handling and billing principles.
• Strong analytical abilities to investigate discrepancies and drive preventative actions.
• Proven service leadership with the ability to plan work, manage priorities and meet service levels.
• Excellent communication and stakeholder‑management skills.

Required skills