Junior Manager

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 were looking for leaders who own delivery, inspire their people, and drive results daily. Key Responsibilities Performance & Delivery Own your teams 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 1530 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.