Customer Care Team Lead: KPI-Driven Operations

UNLIMITED; Durban; On-site; ZAR 360,000 - 520,000; Full time

Job summary

UNLIMITED is seeking a Junior Manager to lead a fast-paced, high-performance Customer Care team delivering chat, email, and digital support. You will coach, develop, and drive results across performance metrics, adherence, and client standards while maintaining a positive, high-energy culture.

You will own daily execution, run coaching sessions, and coordinate with QA and Risk teams to close gaps and ensure delivery excellence in a demanding UK client environment.

Qualifications

• Experience leading a team of 15–30 customer care specialists.
• Ability to translate operational strategy into actionable agent expectations.
• Demonstrated track record of achieving KPI targets and service standards.

Responsibilities

• Own and deliver the team’s daily/weekly KPIs, including accuracy, productivity, SLA, compliance, risk handling, and ticket resolution.
• Monitor live dashboards and queues, intervene to correct performance.
• Lead daily huddles, coaching sessions, and performance check-ins.
• Ensure outputs are accurate and compliant with processes and client standards.
• Drive a high-performance, people-positive culture with wellbeing and responsible service delivery.
• Partner with QA, Training, and Risk teams to identify gaps and coach actions.
• Monitor attendance, schedule adherence, and workforce discipline.
• Prepare clear daily performance reporting for the Campaign.
• Translate client expectations into behaviours, standards and measurable outcomes.

Skills

People leadership

Coaching

Performance management

Compliance & quality

Job description

UNLIMITED is seeking a Junior Manager to lead a fast-paced, high-performance Customer Care team delivering chat, email, and digital support. You will coach, develop, and drive results across performance metrics, adherence, and client standards while maintaining a positive, high-energy culture.

You will own daily execution, run coaching sessions, and coordinate with QA and Risk teams to close gaps and ensure delivery excellence in a demanding UK client environment.