Customer Support Manager

Customer Support Manager A job opportunity exists for the right candidate in Richmond Employment Type: Permanent Reference No: 1226329 Location: Richmond Remuneration Starting Date 2026/09/22 PLEASE NOTE - Closing date: 2026/09/29 Job Summary Lead and optimise the end-to-end Contact Centre by setting strategy, ensuring operational excellence, and delivering a seamless omnichannel experience. Accountable for service performance, workforce planning, CX outcomes, and continuous improvement, while driving data-led strategy, digital transformation, and cross-functional alignment. Minimum Criteria Required Grade 12 or relevant NQF level 4 qualification Relevant tertiary qualification in Business, Operations, or Customer Experience Experience 5–8 years’ experience in a contact centre / customer operations environment 3–5 years’ experience in a supervisory/management role Relevant Job Knowledge Quality assurance frameworks and performance standards Data analysis, reporting, and performance optimisation Contact centre strategy Customer experience (CX) best practices and service recovery Digital channel strategy and automation opportunities Operations Management Workforce Planning Regulatory and compliance requirements (POPIA, ISO standards) Process improvement and change management principles Forecasting and capacity modelling Key Performance Areas •Define and execute the contact centre strategy aligned to CX and practice objectives •Ensure consistent achievement of service levels, productivity, and customer experience targets •Oversee workforce planning, forecasting, and capacity optimisation to align supply with demand •Monitor performance trends and operational risks, driving proactive interventions •Lead data-driven decision-making through analysis of trends, insights, and performance metrics •Drive continuous improvement initiatives to enhance efficiency, reduce cost, and improve customer experience •Lead digital channel strategy and adoption to optimise cost-to-serve and accessibility •Ensure effective governance, reporting frameworks, and performance visibility •Lead and develop Supervisors to build a high-performing leadership pipeline •Drive a culture of accountability, performance, and customer centricity •Oversee quality assurance frameworks and ensure consistent service standards •Manage escalations, major incidents, and high-risk issues impacting service delivery •Collaborate with cross-functional stakeholders to enable seamless end-to-end customer journeys •Identify and implement process, system, and operational improvements •Ensure compliance with SLA, POPIA, ISO, and internal governance requirements •Manage operational costs, including overtime, staffing efficiency, and resource utilisation •Lead and embed change initiatives, ensuring successful adoption and minimal disruption •Act as a key escalation and decision-making authority for operational and CX mattersied Competencies Communication Problem solving Adaptability Resilience Strategic thinking Decision Making Leadership and Team Management Operational leadership and performance Management Data driven Customer Centricity Stakeholder influencing Change leadership Special Requirements LANCET