Job Description

.When it comes to putting people first, we're number 1.The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.Role Purpose/Business Unit:The manager is responsible for the improvement and optimisation of Vodacom's Chatbot - TOBi. To be the custodian of the customer experience across the various Chatbot channels (sms/What'sApp/Web, etc), as well as execution of the Digitisation of Service channels strategy. This position will provide leadership, planning, technical direction, operational execution for the team and ensure delivery according to predefined key performance metrics as well as continuous improvement on the teams' Spirit beat index.Your responsibilities will include:Chatbot technologies

• Driving execution of roadmap with Chatbot technologies and architecture teams
• Translate business requirements into actionable technical plans for implementation. specifications and ability to train Bot on utterances, intents and entities.
• Measure and optimise the botTrain and optimise using NLP (Natural Language Programming)

Continuous Improvement

• Drive continuous improvement to ensure the comprehension and contextual awareness of the bot is maintained/improved.

Stakeholder Engagement

• Regular engagement with key stakeholders.
• Identify and drive fixes of bugs/in-life issues with the technology team.

Optimisation

• End-to-end testing of Chatbot journeys
• Customer feedback and optimisation on journeys

People Management

• Be able to lead a team of experts, including authors/designers to achieve on common purpose with clear outcomes.

The ideal candidate for this role will have:

• Matric essential
• Relevant 3 year Degree is essential
• Postgraduate Qualification
• Experience in supervising or leading small teams for at least 2 years.

OR

• Matric (essential)
• Relevant 3 year Degree is essential
• At least 3 years relevant job-related experience in chatbot/digital service channels, etc.
• Leadership/management experience of 3 years

Core competencies, knowledge and experience:

• Leading and Supervising
• Formulating Strategies and Concepts
• Conversational UX/UI & Customer centric Design & NLP
• Analytical thinking
• Excellent verbal and written communication skills

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fiber connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 30 May 2024.The base location for this role is Century City.The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.Commitment from VodacomVodacom 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 peoples 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.

Vodafone