Are you ready to lead a high-performing team in the exhilarating iGaming and Sportsbook industry?
Our client is seeking an outstanding Call Centre Operations Manager to oversee their customer service operations in Cape Town . If you excel in fast-paced environments, have a passion for the gaming industry, and are dedicated to delivering world-class player experiences, this is your opportunity to shine!
Your Mission:
As the Call Centre Operations Manager, you will drive operational excellence, inspire a dynamic team, and implement strategies to ensure superior service delivery. Your expertise will contribute to optimizing processes, achieving KPIs, and creating unforgettable player experiences in this competitive industry.
Your key job responsibilities as the Call Centre Operations Manager in Cape Town will include:
- Operational Leadership: Oversee daily call centre activities to ensure efficiency and exceptional service delivery.
- Team Management: Recruit, train, and lead a team of skilled customer service agents, fostering a culture of excellence and collaboration.
- Performance Optimization: Track and achieve key metrics like first contact resolution (FCR), average handling time (AHT), and customer satisfaction (CSAT/NPS).
- Retention Strategies: Work closely with marketing and CRM teams to design and execute effective player retention and loyalty programs.
- Escalation Management: Address and resolve complex customer issues swiftly and effectively.
- Process Improvement: Identify and implement workflow and system enhancements to drive operational efficiency.
- Data and Reporting: Generate detailed performance reports and provide actionable insights to senior management.
- Regulatory Compliance: Ensure all operations align with industry regulations and internal policies.
- Technology Utilization: Partner with IT teams to maximize the capabilities of CRM systems and call centre tools.
- Industry Awareness: Stay informed about trends and developments in the iGaming and sportsbook sectors.
Requirements for this Call Centre Operations Manager job in Cape Town :
- Experience: 5+ years in call centre operations management, ideally within iGaming, sportsbook, or online gaming.
- Leadership Skills: Proven ability to lead, motivate, and develop high-performing teams.
- Performance Excellence: A strong track record of meeting and surpassing targets.
- Tech Savvy: Proficiency with call centre software, CRM systems, and performance tools.
- Analytical Expertise: A data-driven approach to problem-solving and decision-making.
- Industry Knowledge: Deep understanding of iGaming and sportsbook operations, including customer lifecycle management.
- Communication Skills: Exceptional interpersonal and communication abilities.
- Adaptability: Thrive in a fast-moving, high-pressure environment.
Why Join?
- Competitive salary and performance-based bonuses.
- Be part of an innovative, fast-growing iGaming and sportsbook organization.
- Opportunities for professional development and career progression.
- Flexible working arrangements and a comprehensive benefits package.
Take Charge of Operational Excellence!
Are you ready to lead a talented team, drive exceptional player experiences, and contribute to the success of a leading iGaming and sportsbook operation?
Apply today and take the next step in your career journey with our client in Cape Town ! Send your CV through to
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