Contact Centre Strategy Lead

Hollywoodbets; Durban; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Hollywoodbets in Umhlanga, Durban is seeking a Contact Centre Manager to lead the Customer Care team within the Purple Team. You will drive operational excellence, implement strategies for customer experience, and ensure service levels align with business goals.

With 3–5 years in contact centre operations and a strong focus on analytics, you will oversee daily operations, manage escalations, and report on performance to senior management.

Qualifications

• 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.

Responsibilities

• Develop and implement long term strategies for overall efficiency and customer experience.
• Align 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

Skills

Customer Service

Attention to detail

Reporting

Microsoft Office

Knowledge of betting platforms

Education

Tertiary qualification relevant to the role

Tools

Microsoft Office

Job description

Hollywoodbets in Umhlanga, Durban is seeking a Contact Centre Manager to lead the Customer Care team within the Purple Team. You will drive operational excellence, implement strategies for customer experience, and ensure service levels align with business goals.

With 3–5 years in contact centre operations and a strong focus on analytics, you will oversee daily operations, manage escalations, and report on performance to senior management.