Project Manager
Posted Updated 5
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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%+).
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.
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, Helios, Eppix, Genesys).
· 5+ years project/customer service management;
strong stakeholder skills, analytical mindset.