Call Centre Operations Manager

Recruiter:

Initiate International

Job Ref:

1766878739

Date posted:

Tuesday, July 26, 2022

Location:

Johannesburg, South Africa

JOB SUMMARY:
-

JOB DESCRIPTION:

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!

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