Project manager

Responsibilities
Act as single point of contact for project implementations, feedback, timelines, approvals, tech requirements.
Manage staff performance/wellbeing, recruitment, training compliance (New Ex Gen onboarding), incentives (FCR, t NPS, 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, New Ex Gen tools: Morpheus, Helios, Eppix, Genesys).
5+ years project/customer service...