About the role
Customer Support; Quality Assurance & Support; Workforce Management; Oversee All Representative Activities (Including Coaching & Monitoring with Support of QA Team); All front/ back line CC processes/ all dedicated account desk/ sales solutions support processes; Oversee All Representative Activities (Including Coaching, Calibration, & Monitoring With Support of QA Team)
This opportunity is for a Grade 12 position and is specifically aligned to a permanent night shift role.. To effectively manage assigned resources, departments and/or locations, ensuring that department or operational goals are achieved and processes and procedures are completed promptly and consistently. Ensures that all activities are in line with company goals and regulatory requirements. Responsibilities may be within a country, across countries or regions.
What you will do
Have strong leadership experience in managing voice-based customer support teams, preferably supporting US customers or global processes.
Demonstrate excellent communication skills, with the ability to coach teams on call handling, customer experience, and stakeholder interactions.
Are highly customer-centric and can drive a culture focused on quality, empathy, and resolution excellence.
Have a proven track record of managing team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
Possess strong problem-solving and decision-making skills, with the ability to handle escalations and complex customer issues effectively.
Are experienced in hiring, onboarding, and developing high-performing teams in a fast-paced environment.
Can drive operational excellence by ensuring adherence to processes, compliance standards, and continuous improvement initiatives.
Have the ability to collaborate cross-functionally with operations, training, quality, and other support teams to deliver seamless outcomes.
Are proactive in identifying trends, analyzing root causes, and implementing corrective and preventive actions.
Are comfortable working in a dynamic, high-growth environment with shifting priorities and aggressive hiring or delivery timelines.
Have strong analytical skills and are proficient…
