Customer Care Leader for CX Excellence & Team Growth

Watu; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Watu is seeking a Customer Care Manager in Johannesburg to lead a high-performing contact centre. You will shape customer care strategies, mentor supervisors and agents across voice and digital channels, and oversee daily operations to ensure efficient handling of inquiries and issues.

You will implement improvements to reduce response times, raise customer satisfaction, and report performance insights to senior management.

Qualifications

• 2–5 years of proven customer service experience with supervisory responsibilities
• Strong understanding of contact-centre operations
• Ability to prioritise and adapt in fast-paced environments

Responsibilities

• Shape customer care strategies to support company goals and improve the contact centre
• Lead, mentor and develop a team of supervisors and agents across voice and digital channels
• Oversee day-to-day contact centre operations for efficient handling of enquiries and issues
• Implement best practices to improve response times and customer satisfaction
• Identify gaps in processes and champion practical improvements to tools and processes
• Maintain a positive performance culture with regular reviews and feedback
• Generate and analyse contact-centre performance reports and report to senior management
• Collaborate with other departments to ensure a seamless multi-channel customer experience
• Act as escalation point for high-priority issues and develop crisis plans
• Keep up to date with CX trends and introduce value-adding approaches
• Work with leadership to protect company interests and deliver targets for the contact centre

Skills

Leadership

Customer service

Call centre operations

Communication

Team development

Job description

Watu is seeking a Customer Care Manager in Johannesburg to lead a high-performing contact centre. You will shape customer care strategies, mentor supervisors and agents across voice and digital channels, and oversee daily operations to ensure efficient handling of inquiries and issues.

You will implement improvements to reduce response times, raise customer satisfaction, and report performance insights to senior management.