Customer Support Manager

Introduction

At Lancet Laboratories we recognise that results are achieved through attracting, developing and retaining the best people. We support the attainment of equal opportunity progress and believe that people are the spirit to us accomplishing our strategic goals.

An opportunity has presented itself to appoint a suitably qualified candidate into the position of a Customer Support Manager.  This position is based in Richmond (Auckland Park) .

Duties & Responsibilities

• 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

Desired Experience & Qualification

• Grade 12  or relevant NQF level 4 qualification

• Relevant tertiary qualification in Business, Operations, or Customer Experience

• 3–5 years’ experience in a supervisory/management role

• 5–8 years’ experience in a contact centre / customer operations environment

Package & Remuneration

Negotiable