Role Purpose

The Junior Manager is a hands-on leader who thrives in high-pressure, fast-paced environments. You will be responsible for leading, coaching, and driving performance across a specialist non-voice team (Customer Operations, Trading & Risk, or Tech Support). Your role is to create a culture of energy, discipline, and accountability while ensuring KPIs and compliance standards are consistently exceeded.

This is not a “monitor and report” position – we’re looking for leaders who own delivery, inspire their people, and drive results daily.

Key Responsibilities

Performance & Delivery

• 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.

People Leadership

• 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.

Operational Excellence

• 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.

Client & Business Alignment

• 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.

Required Experience & Skills

• Minimum 2 years’ experience in a contact centre or operational leadership role (Senior Agent, Floor Coach, or Team Leader).
• Proven track record of leading high-performing teams in BPO, financial services, banking, insurance, SaaS, or gambling sectors.
• 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.

Preferred / Advantageous

• Experience leading teams in banking, insurance, financial services, SaaS, or gambling
• Prior exposure to international campaigns (UK/Europe/US).
• Strong understanding of compliance, risk, or responsible gambling frameworks.
• Familiarity with CRM systems, dialers, and reporting dashboards.
• Background in data-driven decision making (comfortable with live dashboards and KPI analysis).
• Demonstrated success in process improvement or workflow optimization.
• Experience working in 24/7 shift-based operations.
• Proven ability to manage escalations and resolve complex customer or operational issues.

Personal Attributes

• Hands-on leader who thrives on the floor and leads by example.
• Disciplined and consistent, with a track record of delivering results against KPIs.
• Resilient under pressure, able to make quick, informed decisions in high-stakes environments.
• Analytical mindset – comfortable reading data, spotting trends, and translating them into action.
• Strong communicator, with the ability to inspire confidence and clarity across teams.
• Coaching mentality, passionate about developing people and raising performance levels.
• Detail-orientated and compliance-driven, ensuring accuracy and adherence in all processes.
• Energetic and motivating, able to create a positive, competitive team culture.
• Accountable and ownership-focused, takes responsibility for outcomes without excuses.
• Adaptable and flexible, comfortable with shift work and a fast-changing operational environment.