Customer Support Operations Manager (Call Centre)

Moonspin; Wes-Kaap; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading service provider is seeking a Customer Support Operations Manager to lead and optimize their call centre operations. The role involves ensuring exceptional customer experiences while driving efficiency and innovation. Candidates should have 5–8 years of experience in customer service or call centre operations, with a strong customer-centric mindset and proven leadership abilities.

Qualifications

• 5–8 years of experience in customer service or call centre operations, with at least 3 years at managerial level.
• Experience working in the i-Gaming field.
• Proven track record of operational leadership and strategic planning.

Responsibilities

• Oversee daily call centre operations to ensure smooth workflow.
• Lead, mentor, and inspire team leaders and agents.
• Drive strategies that enhance customer satisfaction and loyalty.
• Develop and execute strategies to modernize customer service operations.

Skills

Customer-centric mindset

Analytical skills

Leadership

Problem-solving

Adaptability

Tools

Business intelligence tools

AI tools/systems

Job description

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.