Call Centre Operations Manager

1 week ago

Johannesburg, Gauteng, South Africa Initiate International Full time
Job Title: Call Centre Manager

Initiate International is seeking a highly skilled and experienced Call Centre Manager to lead our customer service operations in the iGaming and sportsbook sector.

Job Summary:

We are looking for a dynamic and results-driven Call Centre Manager to oversee the daily activities of our call centre, ensuring operational efficiency and top-notch service delivery. The successful candidate will be responsible for managing a high-performing team, developing strategies to enhance efficiency and performance, and collaborating with marketing and CRM teams to create effective retention strategies and loyalty programs.

Key Responsibilities:
  • Lead and manage call centre operations to ensure smooth and efficient service delivery.
  • Recruit, train, and inspire customer service agents to cultivate a culture of excellence and continuous improvement.
  • Monitor key performance metrics such as first contact resolution (FCR), average handling time (AHT), and player satisfaction (CSAT/NPS).
  • Collaborate with marketing and CRM teams to create effective retention strategies and loyalty programs.
  • Tackle escalated customer issues, ensuring swift and effective resolution of complex problems.
  • Identify and implement improvements to systems, workflows, and processes for enhanced operational efficiency.
  • Generate regular reports on call centre performance, providing insights and actionable recommendations to senior management.
  • Ensure adherence to industry regulations and internal policies.
  • Work with IT and product teams to optimize the use of call centre software and CRM systems.
Requirements:
  • 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 We Offer:
  • 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.

  • Call Centre Operations Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Initiate International Full time

    Job Title: Call Centre ManagerJob Summary:Initiate International is seeking a seasoned Call Centre Manager to spearhead our customer service operations in the iGaming and sportsbook sector. As a key member of our team, you will be responsible for leading a high-performing team, driving player satisfaction, and ensuring smooth call centre operations.Key...

  • Call Centre Operations Manager

    2 months ago

    Johannesburg, Gauteng, South Africa TalentCru Full time

    Job DescriptionTalentCru is seeking a highly skilled and experienced Call Centre Supervisor to join our team. As a Call Centre Supervisor, you will be responsible for leading a team of Service Centre Consultants and driving operational service delivery.Key ResponsibilitiesTeam Leadership: Lead a team of up to 20 Service Centre Consultants and provide...

  • Call Centre Operations Manager

    3 weeks ago

    Johannesburg, Gauteng, South Africa Quantanite Full time

    About the RoleWe are seeking a highly skilled and experienced Call Centre Manager to join our team at Quantanite in Johannesburg, South Africa.Key ResponsibilitiesLead a team of call centre agents to achieve business objectives and deliver exceptional customer service.Develop and implement efficient operating models to drive business growth and improve...

  • Call Centre Operations Manager

    1 month ago

    Johannesburg, Gauteng, South Africa Quantanite Full time

    About the RoleWe are seeking a highly skilled and experienced Call Centre Manager to lead our team in Johannesburg, South Africa.Key ResponsibilitiesDevelop and implement efficient operating models to drive business growth and improve customer satisfaction.Collaborate with the sales organisation to onboard new clients and ensure seamless integration.Work...

  • Call Centre Operations Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Quantanite Full time

    About the RoleWe are seeking a highly skilled and experienced Call Centre Manager to lead our team in Johannesburg, South Africa.Key ResponsibilitiesDevelop and implement efficient call centre operations to drive business growth and customer satisfaction.Collaborate with the sales organisation to onboard new clients and drive revenue growth.Work closely with...

  • Call Centre Operations Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Recruitment Dynamix Full time

    Job Title: Call Centre Team LeaderRecruitment Dynamix is seeking a highly motivated and experienced Call Centre Team Leader to join our team.Job Summary:We are looking for a skilled and results-driven Call Centre Team Leader to lead and manage a team of call centre agents. The successful candidate will be responsible for ensuring the team meets their daily...

  • Call Centre Operations Director

    3 days ago

    Johannesburg, Gauteng, South Africa Initiate International Full time

    Job Title: Call Centre Operations ManagerJob Summary:Initiate International is seeking a seasoned Call Centre Operations Manager to spearhead our customer service operations in the iGaming and sportsbook sector. As a key member of our team, you will be responsible for leading a high-performing team, driving player satisfaction, and ensuring smooth call...

  • Call Centre Operations Director

    3 days ago

    Johannesburg, Gauteng, South Africa Initiate International Full time

    Job Title: Call Centre Operations ManagerInitiate International is seeking a dynamic Call Centre Operations Manager to spearhead their customer service operations in the iGaming and Sportsbook sector.This exciting position offers a unique opportunity to lead a talented team and contribute to creating world-class player experiences.Key Responsibilities:Lead...

  • Call Centre Operations Manager

    2 months ago

    Johannesburg, Gauteng, South Africa Recruitment Dynamix Full time

    Job DescriptionJob Title: Call Centre Team LeaderCompany: Recruitment DynamixJob Summary:We are seeking a highly skilled and experienced Call Centre Team Leader to join our team at Recruitment Dynamix. As a Call Centre Team Leader, you will be responsible for leading a team of efficient Call Centre Agents and ensuring that they provide exceptional customer...

  • Assistant Call Centre Manager

    3 weeks ago

    Johannesburg, Gauteng, South Africa iSON Xperiences Full time

    Job Title: Assistant Call Centre ManagerWe are seeking a highly skilled and experienced Assistant Call Centre Manager to join our team at iSON Xperiences. As a key member of our operations team, you will be responsible for leading a team of customer service representatives and ensuring the smooth operation of our contact centre.Key Responsibilities:Lead a...

  • Assistant Call Centre Manager

    1 month ago

    Johannesburg, Gauteng, South Africa iSON Xperiences Full time

    Job Title: Assistant Call Centre ManagerWe are seeking a highly skilled and experienced Assistant Call Centre Manager to join our team at iSON Xperiences. As a key member of our operations team, you will be responsible for leading a team of customer service representatives and ensuring the smooth operation of our contact centre.Key Responsibilities:Lead a...

  • Call Centre Team Leader

    3 days ago

    Johannesburg, Gauteng, South Africa Recruitment Dynamix Full time

    Main Job Function:You will be responsible for managing and directing call centre agents in achieving their required daily duties. As a Call Centre Team Leader, you will take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and coaching. You must be willing to take escalations and think creatively to keep customer...

  • Call Centre Team Lead

    1 month ago

    Johannesburg, Gauteng, South Africa TalentCru Full time

    Job Title: Call Centre SupervisorTalentCru is seeking a highly skilled Call Centre Supervisor to join our team. As a Call Centre Supervisor, you will be responsible for leading a team of Service Centre Consultants and driving operational service delivery.Key Responsibilities:Lead a team of up to 20 Service Centre Consultants and allocate tasks to ensure...

  • Call Centre Team Lead

    1 week ago

    Johannesburg, Gauteng, South Africa Tailormade Solution Full time

    Job Title: Call Centre SupervisorWe are seeking a highly skilled Call Centre Supervisor to join our team at Tailormade Solution. This is a fantastic opportunity for a motivated and experienced professional to take on a leadership role in our call centre operations.Key Responsibilities:Manage and supervise a team of call centre agents to ensure excellent...

  • Call Centre Team Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Recruitment Dynamix (Pty) Ltd Full time

    Job Title: Team LeaderRecruitment Dynamix (Pty) Ltd is seeking a highly motivated and experienced Team Leader to join our Call Centre team in Johannesburg.Key Responsibilities:Drive performance and motivate the team to achieve sales targetsOversee sales management systems, structures, technology platforms, policies, and proceduresOptimize unit resources to...

  • Team Leader: Chronic Medicine Management Call Centre

    1 month ago

    Johannesburg, Gauteng, South Africa Palesa Mbali Group Full time

    Job Title:Team Leader: Chronic Medicine Management Call CentreJob Summary:We are seeking a highly skilled and experienced Team Leader to lead our Chronic Medicine Management Call Centre team. The successful candidate will be responsible for managing and developing the team to ensure continued growth and excellence in service delivery.Key...

  • Call Centre Team Leader

    1 week ago

    Johannesburg, Gauteng, South Africa Recruitment Dynamix Full time

    Job Title: Call Centre Team LeaderRecruitment Dynamix is seeking a highly motivated and experienced Call Centre Team Leader to join our team. As a Call Centre Team Leader, you will be responsible for managing and directing a team of call centre agents to achieve their daily duties.Key Responsibilities:Manage and direct call centre agents to achieve their...

  • Call Centre Team Leader

    1 week ago

    Johannesburg, Gauteng, South Africa Recruitment Dynamix Full time

    Job Title: Call Centre Team LeaderAt Recruitment Dynamix, we are seeking a highly motivated and experienced Call Centre Team Leader to join our team.Job Summary:We are looking for a results-driven Call Centre Team Leader to lead and manage a team of call centre agents. The successful candidate will be responsible for ensuring that the team meets their daily...

  • Call Centre Team Lead

    1 week ago

    Johannesburg, Gauteng, South Africa TalentCru Full time

    Job Title: Call Centre SupervisorTalentCru is seeking a highly skilled Call Centre Supervisor to lead our Service Centre team. As a key member of our operations team, you will be responsible for driving performance and output to deliver exceptional customer service.Key Responsibilities:Lead a team of up to 20 Service Centre Consultants, providing coaching...

  • Call Centre Representative

    1 week ago

    Johannesburg, Gauteng, South Africa FirstRand Life Assurance Ltd Full time

    About the RoleThe Call Centre Agent will be responsible for handling incoming and outgoing customer calls, electronic communications, and queries in accordance with standard operating procedures to ensure customer satisfaction and business objectives are met.Key ResponsibilitiesContribute to a culture of service excellence by building positive relationships...