The Role
Manage project implementations as a single point of contact, ensuring performance, compliance, and quality metrics are met. Oversee recruitment, training, and incentives while handling escalations and audits.
Summary Generated by Built In
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.
Skills Required
- Matric + relevant degree/diploma (advantageous)
- Proven HR/ops management experience
- Technical experience in telecommunications industry
- Valid driver's license
- 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 experience
- Strong stakeholder skills, analytical mindset
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The Company
What We Do
New Generation Management Consulting is a leading South African management consulting and technology services group that transforms businesses through innovative solutions, specializing in digital transformation, strategic consulting, and technology integration, including AI-powered process automation.
