Key Responsibilities

• Lead, manage, and motivate the customer care team to achieve performance targets
• Monitor service levels and ensure delivery against SLAs and KPIs
• Handle escalated customer queries and ensure timely resolution
• Analyse customer trends and provide reporting on team performance and service metrics
• Collaborate with internal departments to enhance customer experience and processes
• Implement and improve customer service workflows and best practices
• Conduct performance reviews, coaching, and ongoing team development
• Ensure compliance with company policies, procedures, and operational standards

Minimum Requirements

• Proven experience in a customer care / call centre management role
• Strong leadership and team management experience
• Advanced computer literacy, including Microsoft Excel and MS Office 365
• Experience with customer service systems advantageous (e.g. Freshdesk or similar)
• Knowledge of FICA compliance advantageous
• Excellent verbal and written communication skills
• Strong analytical and reporting capability
• Ability and willingness to work shifts

Competencies

• Leadership and people management skills
• Strong decision-making and problem-solving ability
• Customer-centric mindset with a focus on service excellence
• High level of accountability and professionalism
• Ability to work under pressure and manage multiple priorities
• Strong organisational and time management skills