Contact Centre Manager (Customer Care)
Core
Strategic leadership of the Customer Care team ensuring operational excellence, high service standards, and alignment with business goals in the betting and gaming industry.
Role type
Senior Contact Centre Manager (Customer Care)
Builds
Customer service operations, reporting, and process automation for a betting and gaming brand.
Domain
Betting and Gaming
Required skills
Contact Centre operations management, workforce management, process optimization, risk mitigation, stakeholder engagement, data analysis, strategic planning, crisis management, team leadership, compliance management, performance management, talent acquisition and retention.
Preferred skills
Tertiary qualification in relevant field, knowledge of betting types and platforms.
Technologies
Microsoft Office
Responsibilities
Develop and implement long-term strategies for efficiency and customer experience; oversee daily operations to ensure adherence to service level requirements; handle escalations, disputes, and crisis situations; analyze operational and customer data to identify trends and forecast resource requirements; lead continuous improvement through process optimization and automation; manage training, development, and succession planning; ensure compliance with company policies and gambling legislation; create and manage rewards and recognition programs.
Seniority
Senior, hands-on IC with strategic leadership responsibilities.
