Call Centre Manager

Call Centre Manager

Job Description

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.

Requirements

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.

Benefits

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!

Requirements
AHT, Average Handling Time, Call Centre Management, Call Centre Manager, Call Centre Operations, Call Centre Software, Career Growth, Compliance, Conflict Resolution, CRM Systems, CSAT, Customer Lifecycle, customer retention, Customer Service, Customer Service Agents, Data Reporting, FCR, First Contact Resolution, gaming industry, iGaming, Johannesburg, KPI Management, Leadership Skills, Loyalty programs, NPS, Online Gaming, performance metrics, Performance Targets, Player Engagement, Player Retention Strategies,





Player Satisfaction, Problem-Solving, Process Optimization, Professional Development, Regulatory Management, Sportsbook, Team Leadership, Technology Management

▶️ Call Centre Manager
🖊️ Initiate International
📍 Johannesburg