Contact Centre Manager (Customer Care)

Responsibilities

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have amazing opportunities for a Contact Centre Manager (Customer Care) to be based in Umhlanga . Do you think you have what it takes to be our newest Purple Star?

This role will be responsible for the strategic leadership of the Customer Care team, ensuring operational excellence, high service standards and alignment with business goals. Focus is placed on process optimization, workforce management, regulatory compliance and continuous improvement.

With Hollywoodbets You Will

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring

• Minimum 3-5 years of experience in Contact Centre/Customer Care operations management, preferably in Betting and Gaming as well as analytical, technical or AI-focused environments.
• Proven ability to manage cross-functional teams, problem-solving skills with experience in process optimization and risk mitigation.
• Strong key stakeholder engagement skills across all levels.

A Bonus To Have

• Tertiary qualifiaction relavant to the role.

What You’ll Do For The Brand

• Develop and implement long term strategies for overall efficiency and customer experience.
• Alignment of the customer service operation to business objectives and KPI metrics.
• Identify trends and execute opportunities to enhance customer engagement, satisfaction and retention.
• Oversee the daily operation to ensure adherence to service level requirements and performance standards.
• Handle escalations, disputes and crisis situations effectively until resolved.
• Effective utilization of data analysis to inform decision making and drive process automation and workflow optimization.
• Prepare and present strategic reports on contact centre performance, trends, and operational insights to senior management.
• Analyse root causes of customer queries and implement initiatives to reduce recurring issues.
• Prepare and present reports, including resource management, trend analysis, and feedback on department performance.
• Analyse operational, customer, SLA, and KPI data to identify trends, assess root causes, forecast resource requirements, and provide senior management with actionable insights and performance reporting.
• Lead continuous improvement through data-driven analysis, process optimisation, workflow redesign, and system-enabled automation initiatives that improve service quality and operational effectiveness.
• Effective collaboration with internal departments / stakeholders for smooth running of the operation.
• Uphold high ethical standards and maintain confidentiality in handling sensitive information.
• Hollywood brand and image are consistently promoted through excellent service delivery.
• Create an environment that fosters teamwork and co-operation amongst team members.
• Lead by example and live the Hollywoodbets values.
• Drive / manage the training, development, and up-skill of team members.
• Ensure consistent compliance to company policies and procedures, corporate governance, and relevant legislation i.e. Gambling Board.
• Drive Performance Management, Career Pathing and Succession Planning with IDP and PIP compliance.
• Attract, select, employ, and retain top talent and ensure that we comply with company EE targets.
• Create and manage an effective Rewards and Recognition program.
• Attend to ad-hoc functions as required due to operational requirements

What You’ll Bring To The Team

• Customer Service
• Attention to detail
• Reporting.
• Microsoft office
• Knowledge of betting types and platforms.

So, are you ready to level up, learn, and perform at your best? Apply now!

Please note that only applicants who meet the stipulated minimum requirements will be considered.