Responsibilities

• Act as single point of contact for project implementations, feedback, timelines, approvals, tech requirements.
• Manage staff performance/wellbeing, recruitment, training compliance (NewEx Gen onboarding), incentives (FCR, tNPS, 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, NewEx Gen tools: Morpheus...