Sportsbook Operations Manager

UnifyCX; Ballito; Sur place; ZAR 900 000 - 1 300 000; Plein temps

Résumé du poste

UnifyCX in Ballito is seeking an extraordinary Sportsbook Operations Manager to lead a motivated team and own the performance of the Sportsbook program end to end. You will guide Team Leads and Associates who support customers via email, analyze performance data, and translate insights into actionable improvements for the client in a 24/7/365 US operation.

The role requires strong coaching, client-facing communications, and a proven track record of driving measurable performance improvements in

Qualifications

• Minimum of 5 years of operations management experience in the BPO industry or related field.
• Proven experience managing team leads and driving measurable improvement in performance and quality.
• Strong analytical skills: comfortable working with performance data, finding root causes, and turning them into action.
• Excellent client-facing, written, and verbal communication skills, including presenting findings to senior stakeholders.
• Strong critical-thinking and problem-solving skills, and the ability to make sound decisions under pressure.
• A genuine interest in sports and a willingness to learn US sports and sports betting.

Responsabilités

• Own program results across quality, first-touch resolution, handle time, productivity, and adherence, measured against the client’s targets.
• Analyze performance at the team, Associate, and contact-type level to find what is driving results, and act on it.
• Lead the program’s launch and ramp, getting new Associates to full proficiency as quickly as possible.
• Implement action plans when performance falls short, and track whether they work.
• Serve as the primary point of contact for the client’s Customer Experience team.
• Lead regular performance reviews (weekly business reviews) that highlight results, identify root causes, and outline the actions UnifyCX is taking to close performance gaps and drive improvement.
• Share insights from customer interactions - recurring pain points and process issues - that help the client improve its products and processes.
• Raise risks and issues early and transparently.
• Lead, develop, and hold Team Leads accountable for coaching Associates effectively.
• Measure whether coaching and training are improving performance, and adjust what isn’t working.
• Partner with Training and Quality to close knowledge gaps and keep the team current on products, promotions, and policies.
• Manage staffing, scheduling, and workflow distribution to meet demand, including the spikes around major sporting events.
• Partner with Workforce Management on forecasting and capacity planning for a 24/7/365 US business.
• Ensure compliance with company policies, client requirements, and applicable US gaming regulations.
• Monitor and enforce quality standards and lead calibration with the client’s quality team.
• Address compliance or quality issues promptly and prevent repeats.
• Identify opportunities to improve efficiency and the customer experience, and implement changes.
• Maintain and update standard operating procedures as products and policies evolve.

Connaissances

Operations management

Leadership

Analytical skills

Client-facing communication

Problem-solving

US time-zone support

Formation

Bachelor’s degree in Business Administration/Management

Outils

Excel

BI dashboards

Description du poste

UnifyCX is looking for an extraordinary Sportsbook Operations Manager to join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!

What Will You Do?

As an Operations Manager, you will own the performance of the Sportsbook program end to end, leading Team Leads and Associates who support customers through email. You will be the client’s day-to-day partner: the person who knows the numbers, understands what is driving them, and turns that into action.

This role is as analytical as it is operational. You will dig into performance data and real customer interactions to find the root causes behind results, build a coaching culture through your Team Leads, and bring the client insights that improve the customer experience - not just reports.

Key Responsibilities

Program Performance

• Own program results across quality, first-touch resolution, handle time, productivity, and adherence, measured against the client’s targets.
• Analyze performance at the team, Associate, and contact-type level to find what is driving results, and act on it.
• Lead the program’s launch and ramp, getting new Associates to full proficiency as quickly as possible.
• Implement action plans when performance falls short, and track whether they work.

Client Partnership

• Serve as the primary point of contact for the client’s Customer Experience team.
• Lead regular performance reviews (weekly business reviews) that highlight results, identify root causes, and outline the actions UnifyCX is taking to close performance gaps and drive improvement.
• Share insights from customer interactions - recurring pain points and process issues - that help the client improve its products and processes.
• Raise risks and issues early and transparently.

Coaching Culture And Team Leadership

• Lead, develop, and hold Team Leads accountable for coaching Associates effectively.
• Measure whether coaching and training are improving performance, and adjust what isn’t working.
• Partner with Training and Quality to close knowledge gaps and keep the team current on products, promotions, and policies.

Resource And Workforce Management

• Manage staffing, scheduling, and workflow distribution to meet demand, including the spikes around major sporting events.
• Partner with Workforce Management on forecasting and capacity planning for a 24/7/365 US business.

Compliance And Quality

• Ensure compliance with company policies, client requirements, and applicable US gaming regulations.
• Monitor and enforce quality standards and lead calibration with the client’s quality team.
• Address compliance or quality issues promptly and prevent repeats.

Process Improvement

• Identify opportunities to improve efficiency and the customer experience, and implement changes.
• Maintain and update standard operating procedures as products and policies evolve.

Who You Are

Ideal candidates for this position are strategic, analytical, and highly operational leaders with strong client-facing communication skills. We are seeking an individual who can build a strong coaching culture, translate complex performance data into actionable insights, and serve as a true partner to our client.

Required Qualifications

• Minimum of 5 years of operations management experience in the BPO industry or a related field.
• Proven experience managing team leads and driving measurable improvement in performance and quality.
• Strong analytical skills: comfortable working with performance data, finding root causes, and turning them into action.
• Excellent client-facing, written, and verbal communication skills, including presenting findings to senior stakeholders.
• Strong critical-thinking and problem-solving skills, and the ability to make sound decisions under pressure.
• A genuine interest in sports and a willingness to learn US sports and sports betting.
• Flexibility to support a US-based business operating 24/7/365, including evenings, weekends, and major sporting events as needed.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.
• Experience launching a new program or site.
• Experience managing customer support through email, chat, or other digital channels.
• Experience in a sportsbook, gaming, financial services, or other regulated environment.
• Proficiency with reporting and analytics tools (for example, Excel or BI dashboards).

What Success Looks Like

The program meets or beats the client’s targets for quality, first-touch resolution, efficiency, and productivity, new Associates ramp quickly, Team Leads coach effectively, and the client sees you as a true partner who brings insight, not just updates.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.