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Customer Experience Leader

1 week ago

Johannesburg, Gauteng, South Africa Digital Gaming Corp. Full time

Kick-start your career in the online gaming world and experience the latest technology and innovation.

About Digital Gaming Corp.:

We're a global entertainment company focused on digital services. We thrive on innovative ideas, delivering high-quality products to our customers.

Our expertise lies in marketing, customer service, and technology. We aim to be at the forefront of digital transformation.

About this role:

The Customer Service Manager typically reports to the Contact Centre Operations Manager. This key position is responsible for ensuring a professional, world-class service is delivered to our customers and relevant stakeholders. During after-hour schedules, this role takes full management responsibility for the entire call centre.

Key Responsibilities:

  • Driving operational efficiency
  • Recruitment and onboarding of customer service agents
  • Ensure sufficient staff according to inbound volume trends, fixture indexes, events, and headcount forecasts
  • Regularly review volume by hourly intervals, headcount requirements, and player base growth
  • Proactively compile and present a business case for additional headcount where required
  • Secure additional staffing when demand increases
  • Formulate and maintain a best practice IVR strategy
  • Analyse QA, CSAT, FCR, and NPS data
  • Continuously review interactions to identify service failures and process gaps
  • Develop a QA Framework and service charter specific to the channel
  • Manage achievement of handling rate and service level targets
  • Ensure regular staff engagement sessions are held
  • Real-Time monitoring of the channel volumes
  • Compile shift reports on the Channel's performance
  • Identify opportunities for reporting automation

Required Skills and Qualifications:

  • Minimum 5 years' customer service experience within a large volume call centre
  • Solid understanding of Contact Centre Metrics
  • Proven track record of making measurable impact in the Contact Centre
  • High level of strategic thinking
  • Ability to maintain high-level professional communication skills
  • Strong attention to detail
  • Strong leadership and ability to influence others
  • Customer-centric approach
  • Must be willing to work shifts
  • Essential – must have own reliable transport
  • Must be flexible on overtime