Level 1 Manager

Role Overview

As a Level 1 Manager, you will oversee the L1 Support team and drive operational performance, team engagement, and service quality. The role focuses on strengthening team output, improving day-to-day processes, and sustaining productive relationships with customers and stakeholders.

Core Responsibilities

• Lead, guide, and encourage the team so performance goals are met while keeping the working environment positive and collaborative.
• Manage daily operations, handle complex issues, and keep workflows running efficiently.
• Develop and maintain effective relationships with clients and stakeholders while resolving escalated concerns and supporting customer retention.
• Monitor team output, share regular feedback, and prepare performance updates for senior leadership.
• Work with Workforce Management to support fair scheduling, proper staffing, and efficient resource allocation.

Detailed Accountabilities

• Maintain compliance with work schedules as well as vacation and time-off rules.
• Coordinate with the Workforce Management team whenever there are changes or exceptions to schedules.
• Make sure the team has the resources it needs, including staffing, equipment, and internet access.
• Support other departments with resource requirements for business activities.
• Coach and support Lead Supervisors, including holding one-on-one discussions at least every two weeks.
• Review performance with each Lead Supervisor, provide guidance, and follow through on corrective actions when needed.
• Share periodic updates on team performance with both the team and the line manager.
• Take primary ownership of following up on KPI misses every day and actively work to resolve gaps.
• Track issues and incidents affecting the team with support from Lead Supervisors and Supervisors, and help drive solutions.
• Escalate customer complaints through the proper channels and manage customer legal threats reported by agents.
• Simplify team workflows and processes to improve productivity.
• Ensure full compliance with Customer Support procedures and related recommendations from support teams.
• Drive team engagement initiatives and keep morale high.
• Recognize strong performers and help underperforming team members improve.
• Submit hiring requests for approval.
• Coordinate with HR to advertise openings for both internal and external candidates.
• Support the interview and selection process with help from the QA team.
• Onboard new employees by arranging access, equipment, and other required tools.
• Take primary responsibility for training new hires.
• Assign new hires to Lead Supervisors and make sure they are supported during integration.

Candidate Profile

This position suits a hands-on leader with substantial experience in customer support or operations, a strong command of people management, and the ability to work effectively in a fast-moving, shift-based environment.

Experience and Language Requirements

• Professional fluency in English, Shona, and Ndebele is required.
• Knowledge of additional local languages is an added advantage.
• A bachelor's degree or equivalent practical experience is expected.
• At least 5 years of experience in call centers, customer support, BPO, telecommunications, or operations is required.
• At least 3 years of experience managing Supervisors or Team Leads is required.
• Experience in shift-based, performance-oriented teams is necessary.

Functional Requirements

• Strong ownership of scheduling, attendance, and workforce coordination.
• Daily accountability for team KPIs and structured performance follow-up.
• Prior experience managing escalations and operational incidents.
• Proven ability to coach Supervisors and run regular one-on-one meetings.
• Capability to manage underperformance and implement corrective measures.
• Experience leading engagement and motivation activities for teams.
• Background in enforcing SOPs and operational standards.
• Ability to improve processes while maintaining discipline and compliance.
• Experience supporting hiring, onboarding, and training for frontline employees.

Skills and Working Style

• Strong verbal and written communication.
• Sound judgment and confident decision-making.
• Excellent organization and follow-through.
• Comfort in fast-paced, high-pressure environments.

Location

This role is based in Harare, Zimbabwe.