Gaming Operations Strategist

4 days ago


Johannesburg, Gauteng, South Africa Osiris Trading Full time

Osiris Trading seeks a highly skilled Gaming Operations Strategist to drive the formulation of strategies and plans for sustainable growth. This role is responsible for ensuring operational KPIs and SLAs are consistently achieved across departments.

The ideal candidate will assist in developing standard operating procedures to ensure efficient departmental operation and service delivery. They will also research and implement strategies and processes for innovative guidelines across the organization.

The Contact Centre Leadership Manager will use business tools and metrics to identify opportunities to improve the customer experience and increase customer value. They will also analyze performance barriers to remove obstacles and enhance the customer experience.

This role requires proactive measures to ensure Service Managers identify and act on day-to-day issues. The Operational Efficiency Specialist will drive the resolution of escalated business issues or opportunities and implement long-term preventative measures.

The role provides directives to Service Managers to ensure efficacy in managing customer contact and business projects aligned with business strategy and objectives.

The Customer Experience Director drives effective resource planning, consistency with all teams, and high-quality performance by monitoring and managing work output. They also conduct diagnostic tests to develop hosts' necessary skills.

This position oversees 24/7 functions during non-office hours and ensures Hosts have access to knowledge bases and training solutions.

The ideal candidate will facilitate coaching sessions with management teams to transfer business skills and knowledge.

The Customer Experience Director keeps stakeholders updated on customer service feedback, trends, issues, and opportunities. They provide additional operational solutions to achieve business objectives.

This role analyzes information recording, identifies process improvements, and re-engineers operations to better meet customer needs.



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