PURPOSE OF THE ROLE<\/p>\n
\tThe Junior Manager is a hands-on operational leader who thrives in a fast-paced, high-performance environment. You will be responsible for leading, coaching, and driving results across a specialist non-voice Customer Care team, delivering support via chat, email, and digital platforms.\u00a0
\n\tThis role is accountable for people leadership, performance delivery, and compliance, ensuring KPIs and service standards are consistently met or exceeded. This is not a passive, \u201cmonitor and report\u201d role \u2014 we are looking for leaders who own delivery, lead from the front, and drive daily execution through their teams.<\/p>\n
CONTEXT OF THE ROLE<\/p>\n
Performance & Delivery<\/p>\n
\tOwn and deliver your team\u2019s daily and weekly KPIs, including (but not limited to):
\n\taccuracy, productivity, SLA adherence, compliance, risk handling, and ticket resolution.
\n\tActively monitor live dashboards and operational queues, intervening swiftly to course-correct performance.
\n\tTranslate operational strategy into clear, actionable expectations for agents.
\n\tEnsure all outputs are accurate, compliant, and aligned to documented processes and client standards.
\n\tDrive a strong performance rhythm through structured routines and follow-up.<\/p>\n
People Leadership<\/p>\n
\tLead, coach, and develop a team of 15\u201330 Customer Care Specialists.
\n\tRun daily huddles, performance check-ins, and engagement sessions to maintain focus, energy, and accountability.
\n\tConduct regular 1:1 coaching sessions, providing clear, actionable feedback.
\n\tManage performance effectively, including improvement plans where required.
\n\tBuild a high-performance, people-positive culture that balances results with wellbeing and responsible service delivery.<\/p>\n
Operational Excellence & Compliance<\/p>\n
\tEnsure strict adherence to compliance, data protection and operational protocols.
\n\tPartner with Quality Assurance, Training, and Risk teams to identify gaps and implement targeted coaching actions.
\n\tMonitor and manage attendance, schedule adherence, and workforce discipline.
\n\tProactively identify operational risks and escalate where necessary.
\n\tProduce clear, accurate daily performance reporting for the Campaign.<\/p>\n
Client & Business Alignment<\/p>\n
\tTranslate UK client expectations into clear behaviours, standards, and measurable outcomes.
\n\tPrepare insights, risks, and action plans for internal and client-facing performance reviews.
\n\tSupport the implementation of client updates, process changes, and service enhancements.
\n\tContinuously identify opportunities for process improvement, efficiency, and service optimisation.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( https:\/\/www.theunlimited.co.za\/ ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"The Unlimited","_company_website":"https:\/\/www.theunlimited.co.za\/","_company_tagline":"We didn\u2019t decide to be different. It just happened that way. Our values drive everything we do. From Passion, to Play, Love, Real, Ownership, Discipline and Restless, they are the foundation we stand on. Putting purpose before profit, our goal is to shift the lives of our people, our communities,... read more our customers, our strategic business partners and our shareholders. To us, you really are everything. Which is why we want you to live your best life and go beyond what you ever thought possible. A philosophy that\u2019s seen us voted a Deloitte Best Company to Work For. Four times over. The key to our success? Talented people. Are you one of them? Our interviews are intense. Our assessments, rigorous. Our criteria, strict. But if you succeed, you\u2019ll be joining one of the most innovative and forward-thinking companies. 1 Lucas Drive, Hillcrest, Durban, South Africa.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":["post-27838","job_listing","type-job_listing","status-expired","hentry","job_listing_region-kwazulu-natal","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/27838","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=27838"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=27838"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=27838"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}