Support Operations Lead | Hybrid, High-Impact CX

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 900,000 - 1,700,000; Full time

Benefits offered by this job

Hybrid work model

Performance bonus

Job summary

Placements24 in Nelspruit is seeking an experienced Support Operations Manager to oversee daily customer support activities, drive operational efficiencies, and ensure delivery of high-quality service.

You will analyze performance data, lead and mentor the team, manage budgets and resources, and collaborate with cross-functional colleagues to meet SLAs and deliver seamless support. This hybrid role offers strategic impact and a dynamic work environment.

Qualifications

• Bachelor's degree in business/admin or related field.
• 7+ years in operations management with focus on customer support.
• Proven track record of improving efficiency and customer satisfaction metrics.
• Strong understanding of CRM systems and call center tech.
• Excellent leadership, strategic planning, and budgeting skills.

Responsibilities

• Manage day-to-day operations of the customer support department, including scheduling, staffing, and workflow management.
• Develop, implement, and monitor operational processes to enhance efficiency and effectiveness.
• Analyze KPIs and SLAs, identifying trends and areas for improvement.
• Lead, mentor, and develop the support team, fostering high performance and customer focus.
• Manage the support budget and resource allocation effectively.
• Collaborate with cross-functional teams to ensure aligned service delivery.
• Oversee selection, implementation, and utilization of support technologies and tools.

Skills

Leadership

Strategic planning

Budgeting

CRM systems

Call center tech

Data analysis

People management

Education

Bachelor's degree in Business Administration, Operations Management, or related field

Tools

CRM software

Support platforms

Call center technologies

Job description

Placements24 in Nelspruit is seeking an experienced Support Operations Manager to oversee daily customer support activities, drive operational efficiencies, and ensure delivery of high-quality service.

You will analyze performance data, lead and mentor the team, manage budgets and resources, and collaborate with cross-functional colleagues to meet SLAs and deliver seamless support. This hybrid role offers strategic impact and a dynamic work environment.