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Customer Service Manager

Betway AfricaJohannesburg, ZA

30+ days ago

Job description

Job title : Customer Service Manager

Job Location : Gauteng, Johannesburg

Deadline : September 30, 2025

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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

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