Contact Centre System Analyst

Join to apply for the Contact Centre System Analyst role at Betway Africa .

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Job title : Contact Centre System Analyst

Department : Contact Centre

Reporting to : Customer Service Manager

Who We Are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. Our journey at Osiris Trading started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology.

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 :

• Participate in design of contact monitoring formats and quality standards to ensure Customer Engagement Monitoring and Insights.
• Monitor customer engagement and analyze volume drivers to identify pain points, providing actionable insights for improvement to the CSSM and CM team.
• Collaborate with the CSSM, CM Team and Support personnel to identify Voice of the Customer (VOC) and Voice of the Internal Customer (VOIC) initiatives, offering insights and recommendations that can be implemented to enhance customer experience in the sport and casino sectors.
• Implement and monitor active listening / tagging / reporting tools in Social Media (SM) and SMCC and CXM environments to understand and improve customer needs.

Library and Social-Bot Administration

Livechat AI-Chatbot Design and Implementation

Digital Presence and Development Coordination

Liaison and Coaching Support

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 :

Desirable Skills You’ve Got Up Your Sleeve

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

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are :

What You’ll Get Back

We offer a great variety of personal and professional benefits to help you thrive at Osiris and Super Group. This includes :

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!

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