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, Helios, Eppix, Genesys). 5+ years project/customer service management; strong stakeholder skills, analytical mindset. #J-18808-Ljbffr
Project Manager
NEW GENERATION GROUP
johannesburg, johannesburg
Published 14 days ago
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