Junior Manager– Member Enablement, Bellville

Bellville, South Africa | Posted on 04/03/2026

We are seeking a JuniorManager: 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

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

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