Job Description
Responsibilities Act as single point of contact for project implementations, feedback, timelines, approvals, tech requirements. Manage staff performance/wellbeing, recruitment, training compliance (New Ex Gen onboarding), incentives (FCR, t NPS, SLAs). Ensure adherence to SLAs (95% response), quality (90-98%), fraud mitigation, reporting/insights (daily/weekly/monthly). Drive bi-weekly QBRs, monthly ops reviews, workforce management (schedules, Genesys WFM). Handle escalations, customer avoidance, non-adherence penalties; conduct audits, Spirit Beat surveys (84%+). Requirements Matric + relevant degree/diploma (advantageous); proven HR/ops management experience. Technical experience in telecommunications industry. Valid driver's licence. Well articulate, communicates fluently in English. Clear criminal record. Full computer literacy (MS Office, New Ex Gen tools: Morpheus, Helios, Eppix, Genesys). 5+ years project/customer service management; strong stakeholder skills, analytical mindse...