Project Manager

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, Helios, Eppix, Genesys).
• 5+ years project/customer service management; strong stakeholder skills, analytical mindset.