Umhlanga: Customer Services Manager posted by Kanga Finance

A growing provider of developmental credit products is seeking an experienced Customer Service Manager to lead a multi-channel contact centre team supporting customers and merchants across calls, WhatsApp, and email.This hands-on role is responsible for managing day-to-day operations, ensuring service levels are met, and delivering a high-quality customer experience.Key ResponsibilitiesManage daily contact centre operations across all service channelsEnsure SLAs, response times, and service standards are metLead, coach, and develop Team Leaders and Customer Service AgentsMonitor KPIs including AHT, FCR, CSAT, and productivityAnalyse customer feedback and operational data to drive improvementsAct as escalation point for complex customer casesRequirements5+ years experience in a contact centre or customer service environment within a management role managing Team Leader leaders 3+ years customer service leadership or management Clear Credit and Criminal checksThe Company endeavors to fill this position in line with its Employment Equity Plan numerical targets and the inherent requirements of the job. Suitably qualified candidates from all designated groups, Male, Female and People with Disabilities are encouraged to apply. Preference will be given to disabled individuals (any race or gender), African females then African males.