Junior Manager – Member Enablement

Job Description

We are seeking a Junior Manager:
Call Centre & Aftersales to bring structure, stability and operational discipline to a high-volume, member-facing service environment.

This role sits between Team Leaders and senior leadership, ensuring smooth day-to-day operations while protecting service quality and member trust. You will oversee Call Centre and Aftersales performance, manage escalations, track operational KPIs and strengthen processes to maintain efficient service delivery.

Your core objective is to ensure operational consistency so the broader business can continue progressing confidently.

Key Responsibilities

• Oversee daily Call Centre and Aftersales operations to ensure stable service delivery
• Ensure SLA adherence across calls, tickets and escalations
• Monitor service volumes, backlogs and operational risks
• Own and track operational KPIs (SLA, quality, escalations, backlog health)
• Analyse operational trends and identify potential service risks
• Lead and support Team Leaders to strengthen accountability and performance
• Manage complex member escalations and protect the member experience
• Identify root causes of recurring service issues and implement corrective actions
• Ensure adherence to operational workflows, governance and process standards

Requirements

Experience Required

• 3–5 years’ experience in a Call Centre, Aftersales or Customer Operations environment
• Minimum 2 years’ experience in a Team Leader or supervisory role
• Proven experience managing KPIs and service performance
• Experience handling escalations and operational problem-solving
• Experience working cross-functionally in high-volume service environments

Knowledge & Skills

• Call Centre operations and SLA management
• Aftersales workflows and ticket lifecycle management
• KPI management (Answer Rate, Abandonment, FCR, QA, Backlog Ageing)
• Workforce planning and operational capacity balancing
• Operational reporting and data interpretation
• CRM systems and digital service platforms

Additional Advantages

• Diploma or Degree in Business, Operations, Customer Service or related field
• Leadership or management training
• Strong analytical and problem-solving ability
• Excellent communication and decision-making skills
• Ability to manage multiple priorities in complex environments
• Structured and disciplined leadership style
• High emotional intelligence when managing escalations
• Strong commitment to delivering exceptional member service

Requirements
Experience Required 3–5 years’ experience in a Call Centre, Aftersales or Customer Operations environment Minimum 2 years’ experience in a Team Leader or supervisory role Proven experience managing KPIs and service performance Experience handling escalations and operational problem-solving Experience working cross-functionally in high-volume service environments Knowledge & Skills Call Centre operations and SLA management Aftersales workflows and ticket lifecycle management KPI management (Answer Rate, Abandonment, FCR, QA, Backlog Ageing) Workforce planning and operational capacity balancing Operational reporting and data interpretation CRM systems and digital service platforms Additional Advantages Diploma or Degree in Business, Operations, Customer Service or related field Leadership or management training Strong analytical and problem-solving ability Excellent communication and decision-making skills Ability to manage multiple priorities in complex environments Structured and disciplined leadership style High emotional intelligence when managing escalations Strong commitment to delivering exceptional member service