Overview
Level 1 Manager Jobs in Harare, Zimbabwe at betPawa
Title: Level 1 Manager
Company: betPawa
Location: Harare, Zimbabwe
As an L1 Manager, you'll lead and manage the L1 Support team to ensure operational excellence, team engagement, and achievement of performance targets. You will focus on building a high-performing team, improving processes, and maintaining strong customer relationships.
Key Responsibilities
Team Leadership
- Guide, coach, and motivate the team to consistently meet performance goals and maintain a positive, collaborative work environment.
Operational Oversight
- Ensure smooth day-to-day operations, resolving complex issues and continuously optimizing workflows.
Client Management
- Build strong relationships with clients and stakeholders, addressing escalated concerns and fostering customer loyalty.
Performance Monitoring
- Track team performance, provide regular feedback, and report on key metrics to senior management.
Resource Management
- Collaborate with Workforce Management (WFM) to ensure fair scheduling, adequate staffing, and resource allocation to meet business demands.
What You'll Be Doing
Scheduling
- Ensure adherence to work schedules and vacation/time-off policies.
- Coordinate with the WFM team to communicate any deviations from schedules.
Resource Planning
- Ensure adequate resources, such as staffing, equipment, and internet connectivity.
- Support cross-functional teams with resource needs for business-related activities.
Performance Management and Monitoring
- Coach and support Lead Supervisors, including conducting 1:1 meetings at least once every two weeks.
- Review team performance with each Lead Supervisor.
- Provide feedback and support to improve performance.
- Follow up with corrective actions as necessary.
- Periodically report on team performance to the team and the line manager.
- Be primarily responsible for following up on the team's KPI failures daily and actively addressing issues.
Issue Escalation and Incident Management
- Keep track of issues and incidents affecting the team with the help of Lead Supervisors and Supervisors, and support efforts to find solutions.
- Escalate customer complaints through the relevant channels.
- Address customer legal threats raised by agents.
Workflow Optimization
- Streamline team-level processes and workflows to enhance productivity.
- Ensure the team is fully compliant with all Customer Support (CS) processes and procedures, including recommendations from CS supporting teams.
Team Motivation and Engagement
- Lead team engagement initiatives to maintain a positive work environment.
- Recognize top performers and support underperformers in meeting their goals.
Hiring and Training
- Raise hiring requests for approval.
- Collaborate with HR to advertise job openings for external or internal hires.
- Interview and select candidates for open positions with the support of the QA team.
- Onboard new hires, including providing access, equipment, and other required resources.
- Be primarily responsible for training new hires.
- Assign new hires to Lead Supervisors and ensure they receive support to integrate with the team.
What Makes You a Great Candidate
Languages
- Fluency in English, Shona, and Ndebele is a must.
- Additional knowledge or fluency in local languages is highly valued.
Education
- Bachelor's degree or equivalent professional experience.
Experience
- 5+ years of experience in call centers, customer support, BPO, telecommunications, or operations environments.
- 3+ years of experience managing Supervisors or Team Leads.
- Experience working in shift-based, performance-driven teams.
Operational Expertise
- Strong ownership of scheduling, attendance, and workforce coordination.
- Daily ownership of team KPIs and performance follow-up.
- Experience handling escalations and operational incidents.
People Management
- Proven experience coaching Supervisors and conducting regular 1:1 meetings.
- Ability to manage underperformance and drive corrective actions.
- Experience leading team engagement and motivation initiatives.
Process & Compliance
- Experience enforcing SOPs and operational processes.
- Ability to improve workflows and maintain discipline.
Hiring & Training
- Experience supporting the hiring, onboarding, and training of frontline staff.
Skills
- Strong communication and decision-making skills.
- Highly organized with strong follow-up skills.
- Comfortable working in fast-paced environments.
