Support Services Manager

About the role

The Support Services Manager leads the Consumer Support Services function for Superloop, overseeing Quality Assurance, Training, Workforce Management (RTA), Continuous Improvement and Subject Matter Expertise. This role partners closely with Operations leaders to drive frontline performance, enhance customer experience, and ensure operational efficiency across both local and offshore teams.

Key responsibilities

• Lead and manage the Support Services function covering QA, Training, Workforce Management (RTA), Continuous Improvement and SME activities.
• Foster a high‑performance culture focused on accountability, continuous improvement and operational excellence.
• Collaborate with Operations Managers and key stakeholders to align support functions with frontline performance and customer experience goals.
• Identify operational risks, performance gaps and improvement opportunities, and implement corrective action plans.
• Oversee the design, delivery and continuous improvement of onboarding, refresher and upskilling programs.
• Ensure training content remains aligned with operational requirements, business objectives and customer expectations.
• Manage QA leads and analysts to maintain effective auditing, calibration, coaching and feedback processes.
• Analyse quality trends, root causes and customer insights to drive service enhancements.

Required profile

• Proven leadership experience in a support or operations environment, preferably within consumer telecommunications.
• Strong stakeholder management and analytical capabilities.
• Continuous‑improvement mindset with a track record of driving operational efficiencies.
• Ability to lead both local and offshore teams and manage cross‑functional initiatives.

Required skills

• Quality Assurance processes
• Workforce Management (RTA) tools
• Training design and delivery