Level 1 Manager – L1 Support Team Lead

About the role

The Level 1 Manager will lead 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 and foster 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 proper scheduling, staffing, and resource allocation.
• Manage scheduling adherence, vacation policies, and resource planning including equipment and connectivity.
• Conduct regular 1:1 coaching, monitor KPIs, and address performance gaps promptly.
• Escalate customer complaints and legal threats to appropriate channels.
• Streamline team processes, ensure compliance with CS procedures, and drive workflow optimization.
• Lead engagement initiatives, recognize top performers, and support under‑performers.
• Coordinate hiring requests, work with HR on job ads, interview candidates, and oversee onboarding and training of new hires.

Required profile

• Proven experience leading a support or call‑center team.
• Strong communication and coaching abilities.
• Fluency in Juba Arabic and English.
• Ability to manage performance metrics and drive continuous improvement.
• Experience collaborating with Workforce Management and HR functions.

Required skills