22 Oct
Initiate International
Sandton
Are you a passionate leader with a flair for customer service? Our Client is on the hunt for a dynamic Call Centre Manager in Johannesburg to spearhead their customer service operations in the exhilarating iGaming and Sportsbook sector. If you have a deep understanding of the gaming industry and a drive to deliver exceptional player experiences, they want to hear from you!
Role Overview:
In this exciting position, you will take charge of the fast-paced call centre, ensuring smooth operations and driving player satisfaction. You’ll be at the forefront of developing strategies that enhance efficiency and performance while motivating and guiding a high-performing team.
Key Responsibilities:
- Lead and Manage Call Centre Operations:Oversee daily activities to ensure operational efficiency and top-notch service delivery.
- Team Leadership:Recruit, train, and inspire customer service agents to cultivate a culture of excellence and continuous improvement.
- KPI Management:Monitor key performance metrics such as first contact resolution (FCR), average handling time (AHT), and player satisfaction (CSAT/NPS).
- Player Retention and Engagement:Collaborate with marketing and CRM teams to create effective retention strategies and loyalty programs.
- Customer Issue Resolution:Tackle escalated customer issues, ensuring swift and effective resolution of complex problems.
- Process Optimization:Identify and implement improvements to systems, workflows, and processes for enhanced operational efficiency.
- Data and Reporting:Generate regular reports on call centre performance, providing insights and actionable recommendations to senior management.
- Compliance and Regulatory Management:Ensure adherence to industry regulations and internal policies.
- Technology Management:Work with IT and product teams to optimize the use of call centre software and CRM systems.
- Stay Updated:Keep abreast of trends and developments in the iGaming and sportsbook industries.
Qualifications and Experience:
- 5+ years of experience in call centre management, ideally within the iGaming, sportsbook, or online gaming industry.
- Proven track record of meeting and exceeding performance targets in a fast-paced environment.
- Strong leadership skills with a history of managing and motivating teams.
- Exceptional problem-solving and conflict-resolution abilities.
- Familiarity with call centre software, CRM platforms, and performance management tools.
- Strong analytical skills to interpret data and make informed decisions.
- Knowledge of iGaming and sportsbook operations,
including customer lifecycle management.
- Excellent communication and interpersonal skills.
- Ability to thrive in a dynamic, high-pressure environment.
What Our Client Offers:
- Competitive salary and performance-based incentives.
- A vibrant and innovative work environment in the iGaming and sportsbook sector.
- Opportunities for career growth and professional development.
- Flexible working arrangements and comprehensive benefits.
Ready to Make an Impact?
If you’re prepared to lead a talented team and contribute to creating world-class player experiences, Our Client wants to hear from you! Apply now and join them on their exciting journey in the dynamic world of iGaming and sportsbook!
▶️ Call Centre Manager
🖊️ Initiate International
📍 Sandton