Role Brief – Junior Manager: Playbook

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. 

 

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.