Contact Centre Manager (Customer Care)

Responsibilities

• 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.

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.

Apply Before 09/30/2026