L1 Team Manager

About the role

betPawa, an international betting brand operating in 17 African countries, is looking for an L1 Manager to lead and manage its L1 support team. The role focuses on operational excellence, team engagement and achieving performance targets, while building a high-performing team, improving processes and keeping strong customer relationships.

Key responsibilities

• Resource planning: ensure staffing, equipment and internet connectivity, and support cross-functional teams with their resource needs.
• Performance management: coach and support lead supervisors with at least one 1:1 every two weeks, review team performance, give feedback, follow up on KPI failures daily and report periodically to the team and line manager.
• Escalation and incident management: track issues and incidents with the Lead Supervisor, escalate customer complaints and address customer legal threats raised by agents.
• Workflow optimization: streamline team processes and ensure compliance with all CS processes and procedures.
• Team motivation and engagement: run engagement initiatives, recognize top performers and support underperformers, and coordinate schedules and time-off with the WFM team.
• Hiring and training: raise hiring requests, work with HR on advertising, interview and select candidates with the QA team, provide access and equipment to new hires, train them and assign them to lead supervisors.

Required profile

• Bachelor's degree or equivalent professional experience.
• 5+ years in call center, customer support, BPO, telecom or operations environments.
• 3+ years managing supervisors or team leads, in shift-based, performance-driven teams.
• Fluent English, French, Lingala and Swahili; knowledge of Tshiluba is an added advantage.

Required skills

• Scheduling, attendance and workforce coordination, with daily ownership of team KPIs.
• Handling escalations and operational incidents, and enforcing SOPs and processes.
• Supporting hiring, onboarding and training of frontline staff.
• Strong communication, decision-making, organization and follow-up, comfortable in fast-paced environments.