Call Centre Specialist: Sunbet

Qualification: Diploma in Business/Operations/Customer Services or related field. Experience: 5-6 years’ contact centre experience, with exposure to operations, reporting, or performance analysis. Strong understanding of contact centre KPIs, workflows, and service delivery models. Experience analysing performance data and producing operational insights/reports. Proficiency in CRM and contact centre systems. Skills & Knowledge: Analytical and critical thinking Strong attention to detail Influencing and stakeholder engagement Clear and confident communication Problem-solving and solution orientation Coaching and knowledge sharing mindset High accountability and ownership Adaptability in a fast-paced environment Continuous improvement mindset Professionalism and integrity Advanced CRM and contact centre system usage Performance reporting and data analysis (KPIs, trends, dashboards) Strong Excel and data manipulation skills Contact centre operations knowledge (queues, workflows, SLAs) Quality assurance and customer interaction standards Understanding of escalation frameworks and case management Familiarity with workforce management concepts (adherence, staffing, forecasting) Knowledge of compliance, KYC, and data protection principles Process mapping and operational documentation Key Performance Areas: Provide functional expertise to support the execution of Call Centre operational plans and business priorities. Support Team Leaders by providing guidance on workflow optimisation, queue management principles and operational best practices. Monitor operational performance trends and highlight risks, inefficiencies and improvement opportunities. Act as the operational point of expertise for process interpretation and escalation frameworks. Analyse Call Centre performance data to identify trends, gaps, and improvement opportunities across teams. Track key performance indicators (KPIs) such as service levels, productivity, adherence, quality, and customer satisfaction. Provide insights and recommendations to management to support performance improvement plans. Develop dashboards, reports and insights to support decision-making and operational visibility. Provide guidance and knowledge sharing to the call centre team on relevant frameworks, tools and best-practice guidance. Identify capability gaps across teams and recommend targeted development interventions in collaboration with training functions. Support succession planning by highlighting high-potential behaviours and capability trends. Partner with QA, Customer Experience, and Insights teams to identify service gaps and process breakdowns. Use customer feedback, complaints, and quality data to recommend improvements to processes and service delivery. Support the design and refinement of customer journey standards and interaction quality frameworks. Drive alignment between operational execution and desired customer experience outcomes. Act as a functional liaison between Customer Operations Management, Team Leaders, and support functions. Collaborate with QA, Training, Product, Campaign and other relevant teams to ensure operational alignment. Communicate process updates, operational changes, and best practices to relevant stakeholders. Ensure clarity and consistency in operational standards across the Call Centre. Identify operational inefficiencies and recommend process optimisation opportunities. Support the implementation of new tools, automation, and AI-driven solutions within the Call Centre environment. Contribute to continuous improvement initiatives aimed at enhancing efficiency, quality, and customer experience. Provide input into operational design, policy refinement and system enhancements. Equity Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.