Customer Service Manager

Betway Africa; Johannesburg; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading gaming company in Johannesburg is looking for a Customer Service Manager to oversee staffing and performance management in their contact centre. The successful candidate will have at least 4 years' experience in a customer service role and management within a contact centre, ensuring top-tier service delivery. Strong communication skills and project management expertise are essential. Join us to enhance our customers' experiences and lead a dynamic team.

Benefits

Competitive salary

Career growth opportunities

Dynamic work environment

Qualifications

• Minimum of 4 years’ experience in a Customer Service / Contact Centre role.
• Minimum of 4 years of management experience within a Contact Centre environment.
• Strong verbal and written communication skills.

Responsibilities

• Manage recruitment, selection, and onboarding of new staff.
• Review inbound volume and staffing based on forecasts.
• Ensure performance management aligns with standards.

Skills

Customer Service

Management

Communication skills

Project management

Attention to detail

Education

Diploma / Degree

Tools

Microsoft Office Suite

Job description

Overview

Job title: Customer Service Manager

Who we’re looking for

• We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Osiris, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
• Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• This will help us excel at delivering the best customer experience to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include :

• Manage all aspects of the recruitment, selection and onboarding of new staff
• Ensure your region is sufficiently staffed according to inbound volume trends, Fixture Indexes, events and headcount forecasts
• Consistently review inbound volume, headcount forecasts and player base growth in order to remain sufficiently staffed at all times
• Proactively compile and present a business case for additional headcount where additional headcount is required based on growth
• Ensure additional staffing is secured where demand increases in order to retain the necessary handling rates and service levels
• Ensure that all P1, P2 and P3 events are effectively handled and debriefed during shift
• Ensure all P1, P2 and P3 events are reviewed, documented and all stakeholders involved and responsible for the events are engaged and collaborated with to mitigate the risk of similar events from occurring in the future
• Actively monitoring all staff's performance and decisively manage performance in line with the PEP process where performance standards are not met
• Ensure Coaches are continuously developed and performing at a high standard
• Manage all disciplinary processes in line with the Code of Conduct when and where required
• Ensure that all staff have a Personal Development Plan in place and that these are actively attended to, managed and reviewed regularly
• Ensure you have active staff development processes and campaigns in place that supports all staff's personal development plans and proactively managing succession planning within the Contact Centre
• Initiation and management of staff reward and recognition campaigns, both formal long-term campaigns as well as short-term ad hoc campaigns where needed
• Ensure regular staff engagement sessions are held that also includes 1 on 1 meetings with staff members
• Based on your regular staff engagement understand what's making the Contact Centre less desirable and ensure measures are put in place to address such detractors. At the same time understand what can be regarded as promoters and ensure more consistent campaigns cements this to make the Contact Centre the best environment to work in and that drives overall motivation and happiness amongst staff
• Continuously working on achieving the set annual Contact Centre goals for your region / s
• Equip your Coaches with all the relevant tools, skills and information that will produce engaging and meaningful pre-shift engagements
• Ensure a 95% handling rate is achieved during all shifts
• Ensure that service levels are achieved as per the set Contact Centre goals
• Consistently work on reducing the average queue times to deliver fast and efficient customer service
• Review all customer journey elements and ensure all CX elements are continuously streamlined and improved on in order to deliver an extraordinary customer experience
• Constantly review the effectiveness of your Coaches and implement new strategies to further streamline shift operations and the performance of all Contact Centre staff
• Analyse CSAT, FCR and NPS data to fully understand customer's sentiment on our product, service and processes
• Ensure other avenues of data gathering are tapped into to gather a 360 degree view of all pain points. These avenues could be the Contact Centre and other operational teams, feedback derived from Service Recovery events etc.
• Ensure all pain points are documented and all stakeholders are engaged and collaborated with, in an effort to eradicate the pain points
• Serve in a project management capacity to ensure VOC pain points and new initiatives are delivered upon as efficiently and effectively as possible
• Prepare monthly VOC Steerco updates on progress made
• Ensure sufficient reporting and project tracking is in place to monitor success and impact of the changes implemented
• Ensure that the Contact Centre environment has sufficient real-time monitoring dashboards and alerts in place to drive optimum efficiency
• Compile relevant and informative monthly Contact Centre performance reports
• Critically analyse the performance the Contact Centre and ensure relevant performance conversations are held with relevant teams where applicable
• Ensure customer experience trends (eg. CSAT, NPS etc.) are consistently analysed, root causes identified and plans are put in place to mitigate poor CX trends
• Identify opportunities for reporting automation, alert automation etc.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include :

• Minimum of 4 years’ experience in a Customer Service / Contact Centre role
• Minimum of 4 years of management experience within a Contact Centre environment
• Diploma / Degree is essential
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills :

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

Deadline : 21st August,2025

• Customer Service jobs