Job Description
We are seeking a Junior Manager: Call Centre & Aftersales to bring structure, stability and operational discipline to a high-volume, member-facing service environment.
This role sits between Team Leaders and senior leadership, ensuring smooth day-to-day operations while protecting service quality and member trust. You will oversee Call Centre and Aftersales performance, manage escalations, track operational KPIs and strengthen processes to maintain efficient service delivery.
Your core objective is to ensure operational consistency so the broader business can continue progressing confidently.
Key Responsibilities
- Oversee daily Call Centre and Aftersales operations to ensure stable service delivery
- Ensure SLA adherence across calls, tickets and escalations
- Monitor service volumes, backlogs and operational risks
- Own and track operational KPIs (SLA, quality, escalations, backlog health)
- Analyse operational trends and identify potential service risks
- Lead and support Team Leaders to strengthen accountability and performance
- Manage complex member escalations and protect the member experience
- Identify root causes of recurring service issues and implement corrective actions
- Ensure adherence to operational workflows, governance and process standards
Requirements
Experience Required
- 35 years experience in a Call Centre, Aftersales or Customer Operations environment
- Minimum 2 years experience in a Team Leader or supervisory role
- Proven experience managing KPIs and service performance
- Experience handling escalations and operational problem-solving
- Experience working cross-functionally in high-volume service environments
Knowledge & Skills
- Call Centre operations and SLA management
- Aftersales workflows and ticket lifecycle management
- KPI management (Answer Rate, Abandonment, FCR, QA, Backlog Ageing)
- Workforce planning and operational capacity balancing
- Operational reporting and data interpretation
- CRM systems and digital service platforms
Additional Advantages
- Diploma or Degree in Business, Operations, Customer Service or related field
- Leadership or management training
- Strong analytical and problem-solving ability
- Excellent communication and decision-making skills
- Ability to manage multiple priorities in complex environments
- Structured and disciplined leadership style
- High emotional intelligence when managing escalations
- Strong commitment to delivering exceptional member service
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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