Hands-On Operations Manager – 24/7 Team Leader

UNLIMITED

Umhlanga Rocks

On-site

ZAR 420,000 - 660,000

Full time

3 days ago

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Job summary

UNLIMITED is seeking a Junior Manager to lead a specialist, high‑performance team on a fast‑paced operations floor. You will coach, develop, and drive daily outcomes across Customer Operations, Trading & Risk, or Tech Support, building a culture of energy, discipline and accountability.

This hands‑on role requires you to own delivery, inspire your people, and exceed KPIs while ensuring compliance and quality outputs daily.

Qualifications

Minimum 2 years’ experience in a contact centre or operational leadership role.
Proven track record of leading high-performing teams in BPO, financial services, banking, insurance, SaaS, or gambling.
Strong ability to read data, spot trends, and make fast, informed decisions.
Excellent coaching, motivational, and communication skills.
Proficiency with CRM systems, back-office tools, and reporting platforms.
Experience in 24/7 operations, shift leadership, and compliance oversight advantageous.

Responsibilities

Own your team’s daily/weekly KPIs (accuracy, productivity, compliance, risk handling, ticket closure, etc. depending on function).
Monitor live dashboards and intervene quickly to course correct.
Translate strategy into execution by ensuring every agent knows, understands, and delivers against their KPIs.
Deliver accurate, compliant outputs aligned with Playbook standards.
Lead, coach, and mentor a team of 15–30 specialists.
Run daily huddles and structured check-ins to maintain focus, energy, and discipline.
Provide regular 1:1 coaching and clear performance feedback.
Build a competitive, positive, and motivating team culture that balances performance with responsible gambling practices.
Ensure adherence to compliance, responsible gambling, and technical protocols across your function.
Partner with QA, Training, and Risk teams to identify gaps and implement coaching actions.
Track adherence, attendance, and scheduling compliance.
Report team-level performance, risks, and actions to Campaign Manager daily.
Translate business/client expectations into clear team behaviors and measurable outcomes.
Prepare insights, risks, and actions for performance reviews with senior management.
Proactively identify opportunities for process improvement and efficiency gains.