Customer Care Delivery Manager

8201 Genpact South Africa (Pty) Ltd; Gauteng; On-site; ZAR 550,000 - 850,000; Full time

Job summary

Genpact South Africa is seeking a Senior Manager to oversee day-to-day customer care operations from its Gauteng office. You will ensure consistent service delivery across channels and drive improvements in satisfaction and efficiency.

You will lead and mentor team managers, collaborate with Quality, Training and Workforce Management, analyze feedback and data, and address escalations while ensuring compliance with policies and contractual obligations.

Qualifications

• Bachelor degrees in multiple fields related to business and IT.
• ITIL V3 Foundation or PMP certifications preferred.
• Experience in customer care operations with SLA/KPI management.

Responsibilities

• Oversee day-to-day customer care operations across support channels.
• Manage team performance against SLAs and KPIs.
• Collaborate with Quality, Training and Workforce Management to ensure readiness and compliance.
• Lead and mentor team managers to foster engagement and high performance.
• Analyze customer feedback and operational data to identify trends and root causes.
• Address escalations and participate in service reviews to drive resolution.
• Ensure adherence to policies and contractual obligations in all activities.

Skills

Customer Care

SLA Management

KPI Tracking

Team Leadership

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact South Africa is seeking a Senior Manager to oversee day-to-day customer care operations from its Gauteng office. You will ensure consistent service delivery across channels and drive improvements in satisfaction and efficiency.

You will lead and mentor team managers, collaborate with Quality, Training and Workforce Management, analyze feedback and data, and address escalations while ensuring compliance with policies and contractual obligations.