Senior Customer Support Operations Leader — Hybrid

Prime Response, Inc.; Johannesburg; Híbrido; ZAR 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life Insurance 2x annual salary

Income Protection 75% of monthly risk

Critical Illness cover

Funeral Assistance

Provident fund (5–15%)

Medical aid subsidy

Sage Academy leave + training

Annual leave up to 30+ days

Volunteer leave

Employee Assistance Program

Flexible work patterns and hybrid work

Descripción de la vacante

Sage in Johannesburg is seeking an Operations Manager to lead Customer Support, translating strategy into clear plans and coaching Team Managers to deliver outstanding customer and colleague outcomes. The role drives performance metrics, coordinates workforce planning, and advances continuous improvement, digital adoption and cross-functional collaboration in a hybrid work setup.

You will partner with Product, Finance and People to optimise service delivery, while maintaining accountability and

Formación

• Minimum of 3 years' experience within a Customer Services function, with demonstrated people-leadership responsibility.
• Experience in a multichannel software, SaaS or technical-support environment would be an advantage.
• Experience managing internal and outsourced service-delivery teams would be an advantage.

Responsabilidades

• Lead Customer Support Team Managers and their teams to achieve customer, colleague and operational outcomes.
• Translate Customer Support strategy and objectives into clear operational plans, measures and accountability.
• Drive performance against TNPS, CSAT, First Contact Resolution, service levels, quality, productivity, and backlog management.
• Use data, customer feedback and root-cause analysis to identify risks and opportunities.
• Oversee workforce planning, forecasting, scheduling and capacity management in partnership with Workforce Management.
• Foster leadership development, coaching, succession planning and high-performance culture.
• Champion customer-centered practices that reduce repeat contact and customer effort.

Conocimientos

Leadership experience

Team leadership

Customer experience

Performance management

Workforce planning

Data analysis

Coaching

Stakeholder management

Change management

Analytical thinking

Educación

Relevant degree or NQF6 qualification

Descripción del empleo

Sage in Johannesburg is seeking an Operations Manager to lead Customer Support, translating strategy into clear plans and coaching Team Managers to deliver outstanding customer and colleague outcomes. The role drives performance metrics, coordinates workforce planning, and advances continuous improvement, digital adoption and cross-functional collaboration in a hybrid work setup.

You will partner with Product, Finance and People to optimise service delivery, while maintaining accountability and