Call Centre Operations Manager

1 day ago

Johannesburg, South Africa Initiate International Full time

A leading gaming operator is looking to expand their office in **Johannesburg** with an experienced **Call Centre Operations Manager**. They want you to be involve in defining the overall customer contact centre strategy. If you have a genuine passion for all aspects of the industry and the ability to communicate that excitement and engagement, this **job** could be perfect for you

Your key **job** responsibilities as the **Call Centre Operations Manager** in **Johannesburg** will include:

- Responsible for delivering high-quality support to all online customers across communication channels, according to SLAs, regulatory compliance and best practices
- Design customer service strategy and initiatives in line with the objectives of the operator and ensure that operations’ Customer Service is benchmarked across the industry
- Responsible for the training and onboarding of CS team members
- Develop deep understanding of the Operation’s core platforms and processes
- Define, implement and control KPIs to ensure a superior customer experience and identify key metrics to measure success
- Responsible for first time best resolution & elimination of scope for escalations
- Ensure that more complex player issues are followed up and resolved in a timely manner

Requirements for this **Call Centre Operations Manager job** in **Johannesburg**:

- A background and genuine passion for all aspects of the industry and the ability to communicate that excitement and engagement
- 3+ years of managing and leading staff in a betting or gaming operations department
- Alternatively, 5+ years of exposure to the gaming industry with experience in multiple business channels
- Knowledge of the South African betting market and experience on both retail and digital environments will be considered as an add-on
- Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers. A sympathetic yet firm approach to customer complaint
- Good team management and supervisory skills

If you meet the above requirements for this **Call Centre Operations Manager job** in **Johannesburg**, we would like to hear from you

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