Project Manager

New Generation Group; Johannesburg; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A telecommunications management firm in Johannesburg is seeking a Project Manager who will be the primary point of contact for project implementations. The ideal candidate will have over 5 years of experience in customer service management, strong stakeholder skills, and a relevant degree. Responsibilities include managing staff performance, ensuring adherence to SLAs, and conducting audits. Full computer literacy and a clear criminal record are required. This role offers competitive compensation within the telecommunications industry.

Qualifications

• Proven HR/operations management experience in telecommunications.
• 5+ years in project/customer service management.
• Full computer literacy in MS Office and specific tools.

Responsibilities

• Act as single point of contact for project implementations.
• Manage staff performance and recruitment.
• Ensure adherence to SLAs and quality metrics.
• Handle escalations and conduct audits.

Skills

Stakeholder management

Analytical mindset

Fluent English communication

Staff performance management

Education

Matric + relevant degree/diploma

Tools

MS Office

Morpheus

Helios

Eppix

Genesys

Job description

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.