Level 1 Manager

About the role

The Level 1 Manager leads the L1 support team, ensuring operational excellence, strong client relationships, and achievement of performance targets. This role focuses on building a high‑performing team, optimizing processes, and maintaining a positive work environment.

Key responsibilities

• Guide, coach and motivate the team to meet performance goals while fostering collaboration.
• Oversee day‑to‑day operations, resolve complex issues and continuously improve workflows.
• Build and maintain strong relationships with clients and stakeholders, handling escalated concerns.
• Track team performance, provide regular feedback and report key metrics to senior management.
• Collaborate with Workforce Management to ensure fair scheduling, adequate staffing and resource allocation.
• Manage scheduling adherence, vacation policies and communicate any deviations.
• Plan and secure resources such as staffing, equipment and connectivity for business activities.
• Coach lead supervisors, conduct regular 1:1 meetings and follow up on KPI failures.
• Monitor and escalate incidents, address customer complaints and legal threats.
• Streamline team processes to boost productivity and ensure compliance with CS procedures.
• Lead engagement initiatives, recognize top performers and support under‑performers.
• Drive hiring processes: request approvals, work with HR, interview candidates and onboard new hires.

Required profile

• Fluency in Setswana and English.
• Proven experience leading a support or call‑center team.
• Strong analytical and problem‑solving abilities.
• Excellent communication and stakeholder‑management skills.

Required skills