Call Centre Manager

4 weeks ago

Johannesburg, South Africa Initiate International Full time

Are you a passionate leader with a flair for customer service? Our Client is on the hunt for a dynamic Call Centre Manager in Johannesburg to spearhead their customer service operations in the exhilarating iGaming and Sportsbook sector. If you have a deep understanding of the gaming industry and a drive to deliver exceptional player experiences, they want to hear from you

Role Overview:

In this exciting position, you will take charge of the fast-paced call centre, ensuring smooth operations and driving player satisfaction. You’ll be at the forefront of developing strategies that enhance efficiency and performance while motivating and guiding a high-performing team.

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.


Requirements

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.


Benefits

What Our Client 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.

Ready to Make an Impact?

If you’re prepared to lead a talented team and contribute to creating world-class player experiences, Our Client wants to hear from you Apply now and join them on their exciting journey in the dynamic world of iGaming and sportsbook 



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