Assistant Call Centre Operations Manager

A leading gaming operator is looking to expand their office in Johannesburg with an experienced Assistant Call Centre Operations Manager. They want you to be involved in assisting with 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 Assistant 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
• Help 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
• Assist with defining and managing all operational support processes and workflows to ensure prompt and effective communication to inbound player calls, emails, chats etc.
• Develop deep understanding of the Operation’s core platforms and processes
• Assist in Defining, implementing and controlling KPIs to ensure a superior customer experience and identify key metrics to measure success
• Ensure that more complex player issues are followed up and resolved in a timely manner

Requirements for this Assistant 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
• Experience in a betting or gaming operations department
• Alternatively, 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 Assistant Call Centre Operations Manager job in Johannesburg, we would like to hear from you! Please send your CV through today! If you do not receive any feedback within 7 days of your application, please be advised that you did not make the shortlist for this role.