Junior Manager Member Enablement

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.

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