Customer Support Operations Manager

White Hat Gaming; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading online gaming company in Gauteng is seeking a Customer Support Operations Manager to optimize call center operations. The ideal candidate should have 5-8 years of customer service or call center experience, with at least 3 years in a managerial role, particularly in i-Gaming. You will lead a team, drive customer satisfaction, and align operations with business goals while utilizing modern technologies. Strong leadership, analytical, and strategic planning skills are essential for success in this role.

Qualifications

• 5–8 years of experience in customer service or call centre operations.
• Minimum of 3 years at a managerial level.
• Experience in i-Gaming field preferred.
• Hands-on experience with AI tools/systems in Customer Service.
• Strong analytical skills for performance reporting.

Responsibilities

• Oversee day-to-day call centre operations to meet SLAs and KPIs.
• Lead and develop a customer-centric team culture.
• Enhance customer satisfaction and retention strategies.
• Align operational goals with business objectives.
• Generate performance reports for senior leadership.

Skills

Customer-centric mindset

Strategic thinker

Strong problem-solving skills

Excellent leadership abilities

Analytical skills

Tools

Business intelligence tools

AI tools/systems

Job description

Overview

Moonspin is proud to offer industry-leading Customer Support, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.

Purpose of the Role

The Customer Support Operations Manager is responsible for leading and optimizing call centre operations, ensuring world-class service delivery, and aligning operational performance with the organization's strategic goals. The role requires balancing daily management, long-term strategic planning, and continuous improvement to deliver exceptional customer experiences while driving efficiency, cost management, and innovation.

Responsibilities

• Operational Leadership: Oversee daily call centre operations to ensure smooth workflow and achievement of SLAs, KPIs, and compliance standards. Develop workforce schedules based on call volume forecasts and resource availability. Ensure call quality monitoring, service consistency, and operational adherence to policies.
• People Leadership & Development: Lead, mentor, and inspire team leaders and agents, fostering a high-performance and customer-centric culture. Conduct regular performance evaluations, set goals, and implement coaching programs. Design and deliver training initiatives to build skills and improve service quality.
• Customer Experience & Escalation Management: Drive strategies that enhance customer satisfaction, loyalty, and retention. Handle escalated issues, ensuring timely resolution and root cause analysis. Monitor FCR (First Contact Resolution), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).
• Strategic Focus & Business Alignment: Develop and execute strategies to evolve the call centre into a modern, digital-first customer service function. Partner with senior leadership to align operational goals with broader business objectives such as customer retention, digital adoption, and revenue growth. Plan budgets, workforce expansion, and cost-optimization initiatives. Explore and implement new technologies (automation, chatbots, AI, omnichannel platforms).
• Performance Management & Reporting: Analyse operational data and generate reports for senior leadership, highlighting trends, risks, and opportunities. Track and optimize critical metrics: AHT (Average Handle Time), FCR, CSAT, NPS, occupancy, and attrition. Benchmark performance against industry standards to drive a culture of continuous improvement.
• Compliance & Process Excellence: Enforce adherence to policies, procedures, and compliance standards, including data security and privacy regulations. Implement process improvement initiatives to increase efficiency and reduce errors. Collaborate with IT and vendors on system uptime, reporting tools, and technology enhancements.

Requirements

• 5–8 years of experience in customer service or call centre operations, with at least 3 years at managerial level.
• Experience working in i-Gaming field.
• Hands on experience working with AI tools/systems in the CS environment.
• Proven track record of operational leadership, strategic planning, and process optimization in a call centre environment.
• Strong analytical skills with experience in performance reporting and business intelligence tools.
• Excellent leadership, coaching, and communication abilities.

Key Competencies

• Customer-centric mindset with passion for delivering service excellence.
• Strategic thinker with ability to translate business priorities into actionable plans.
• Inspiring leadership style that motivates, develops, and retains talent.
• Strong problem-solving, decision-making, and conflict resolution skills.
• Adaptability to fast-paced, high-pressure environments.
• Continuous improvement and innovation orientation.