Call Centre Operations Manager

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
• Define and manage all operational support processes and workflows to ensure prompt and effective communication to inbound player calls, emails, chats etc.
• 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!