Customer Service Operations Director

2 weeks ago

Sandton, South Africa Initiate International Full time

Role Overview:

In this position, you will take charge of a fast-paced call centre, ensuring smooth operations and driving player satisfaction.

Key Responsibilities:

  • Lead and Manage Call Centre Operations: Oversee daily activities to ensure operational efficiency and top-notch service delivery.
  • Team Leadership: Recruit, train, and inspire customer service agents to cultivate a culture of excellence and continuous improvement.
  • KPI Management: Monitor key performance metrics such as first contact resolution (FCR), average handling time (AHT), and player satisfaction (CSAT/NPS).
  • Player Retention and Engagement: Collaborate with marketing and CRM teams to create effective retention strategies and loyalty programs.
  • Customer Issue Resolution: Tackle escalated customer issues, ensuring swift and effective resolution of complex problems.
  • Process Optimization: Identify and implement improvements to systems, workflows, and processes for enhanced operational efficiency.
  • Data and Reporting: Generate regular reports on call centre performance, providing insights and actionable recommendations to senior management.
  • Compliance and Regulatory Management: Ensure adherence to industry regulations and internal policies.
  • Technology Management: Work with IT and product teams to optimize the use of call centre software and CRM systems.
  • Stay Updated: Keep abreast of trends and developments in the iGaming and sportsbook industries.

Qualifications and Experience:

  • 5+ years of experience in call centre management, ideally within the iGaming, sportsbook, or online gaming industry.
  • Proven track record of meeting and exceeding performance targets in a fast-paced environment.
  • Strong leadership skills with a history of managing and motivating teams.
  • Exceptional problem-solving and conflict-resolution abilities.
  • Familiarity with call centre software, CRM platforms, and performance management tools.
  • Strong analytical skills to interpret data and make informed decisions.
  • Knowledge of iGaming and sportsbook operations, including customer lifecycle management.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a dynamic, high-pressure environment.

What Initiate International Offers:

  • Competitive salary and performance-based incentives.
  • A vibrant and innovative work environment in the iGaming and sportsbook sector.
  • Opportunities for career growth and professional development.
  • Flexible working arrangements and comprehensive benefits.

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