Call Mentre Manager

SUMMARY:
-

POSITION INFO:

Job Title

Call Centre Manager – Online Casino & Sportsbook

Department

Call Centre

Location

Wynberg, Sandton (Office based role)

Role Purpose

The Call Centre Manager is responsible for leading, optimizing, and governing all customer contact operations within an online casino and sportsbook environment. This includes service delivery excellence, regulatory and responsible gambling compliance, people leadership, performance management, and the adoption of new technologies—including AI?driven customer support solutions—to enhance customer experience and operational efficiency.

Key Responsibilities

1. Call Centre Leadership & Operations

• Own day?to?day operations across all customer contact channels: telephone, webchat, email, WhatsApp, and CRM ticketing systems.
• Manage high?volume, 24/7 contact Centre operations aligned to peak betting periods and live sporting events.
• Develop and manage efficient shift rosters, workforce planning, and capacity forecasting.
• Ensure service continuity, responsiveness, and operational resilience during promotions, events, and incidents.
• Act as the escalation point for critical customer issues and operational incidents.

2. Customer Experience & Service Quality

• Deliver a best?in?class customer experience aligned to brand and player lifecycle expectations.
• Define, implement, and manage SLAs and service quality benchmarks.
• Continuously improving service outcomes using customer feedback, QA insights, complaints analysis, and performance data.
• Oversee handling of escalated complaints, VIP interactions, and regulator?sensitive customer matters.
• Balance efficiency and empathy in all customer interactions.

3. Regulatory Compliance & Responsible Gambling

• Ensure full compliance with:
  • National Gambling Act and Provincial Gambling Board requirements
  • FICA / AML / KYC obligations
  • Responsible Gambling frameworks and player protection rules
  • POPIA and data protection legislation
• Embed Responsible Gambling processes across all channels, including self?exclusion, affordability checks, and loss limits.
• Ensure agents can detect, escalate, and handle vulnerable player interactions appropriately.
• Maintain audit?ready records and support internal and regulatory reviews.

4. People Management & Performance

• Recruit, onboard, coach, and manage Team Leaders and Call Centre Agents.
• Set clear KPIs aligned to service quality, compliance, and operational performance.
• Conduct regular performance reviews, coaching sessions, and improvement plans.
• Manage attendance, attrition, morale, and engagement in a high?pressure environment.
• Build a strong, compliant, customer?centric service culture.

5. Quality Assurance & Training

• Own the Quality Assurance framework, including call monitoring, scoring, and feedback mechanisms.
• Ensure all interactions meet regulatory, responsible gambling, and brand standards.
• Partner with Learning & Development to deliver:
  • Onboarding and refresher training
  • Product, promotions, and rules updates
  • Fraud awareness and responsible gambling training
• Drive continuous skills development, including de?escalation, empathy, and VIP handling.

6. Technology, Innovation & Digital Enablement

• Remain up to date with emerging contact Centre technologies and CX trends, particularly within iGaming and regulated environments.
• Act as the business owner for Call Centre systems (telephony, CRM, ticketing, QA tools).
• Identify opportunities to improve efficiency, customer experience, and compliance through technology.
• Collaborate with IT, Data, Product, and Compliance teams to assess and implement new solutions.
• Drive digital transformation and innovation within Customer Operations.

7. AI, Automation & Webchat Ownership

• Lead the introduction, implementation, and optimization of AI?driven customer support solutions, including:
  • AI webchat and chatbots
  • Automated FAQs and self?service journeys
  • Knowledge base optimization
• Define appropriate AI use cases vs human agent interaction.
• Ensure AI solutions:
  • Improve response times and First Contact Resolution
  • Comply with gambling regulations, POPIA, and responsible gambling requirements
  • Escalate complex, vulnerable, or regulatory?sensitive interactions to human agents
• Monitor AI performance metrics such as containment rate, accuracy, customer satisfaction, and escalation quality.
• Ensure AI interactions reflect brand tone, empathy, and ethical standards.

8. AI Governance, Risk & Controls

• Work with Compliance and Risk teams to approve AI conversation flows, scripts, and logic.
• Embed responsible gambling safeguards into all AI?driven interactions.
• Ensure full auditability, reporting, and traceability of AI conversations.
• Update policies, SOPs, and training materials to reflect AI usage within customer operations.

9. Reporting, Analytics & Continuous Improvement

• Track and report on operational performance, including AHT, FCR, CSAT, complaints, and SLA adherence.
• Use data and trends to optimize staffing, scripts, workflows, and self?service journeys.
• Provide clear, actionable reports and insights to senior management.
• Drive continuous improvement initiatives across people, process, and technology.

Key Performance Indicators (KPIs)

• SLA adherence (ASA, AHT, FCR)
• Customer Satisfaction (CSAT / NPS)
• Complaint resolution and escalation accuracy
• Responsible Gambling compliance outcomes
• Staff productivity, retention, and engagement
• AI/webchat performance and containment rates
• Audit and regulatory outcomes

Required Experience & Qualifications

Essential

• 5+ years contact Centre experience
• 2–3 years in a Call Centre or Customer Operations management role
• Experience in online casino, sportsbook, iGaming, or similarly regulated environments
• Proven experience managing 24/7, high?volume operations

Desirable

• Experience implementing AI chatbots or automation in a contact Centre
• Exposure to fraud prevention and VIP customer handling
• Contact Centre or Leadership certification

Skills & Competencies

• Strong people leadership and performance management skills
• Data?driven, analytical decision?making
• High emotional intelligence and customer empathy
• Strong compliance and risk awareness
• Excellent communication and stakeholder management
• Change management and innovation mindset

Behavioral Attributes

• Calm under pressure, especially during live sporting events
• Ethical, responsible, and customer?protective
• Detail?oriented and accountability?driven
• Proactive and solutions?focused

Working Conditions

• Shift?based environment, including weekends and public holidays
• On?call availability during major sporting events or incidents