Minimum experience: 3-5 years of experience in a call centre environment and
management
Job Summary:
SportyBet ZA is seeking a Call Centre/Office Manager to oversee the daily operations
of our soon to be opened office/call centre in Nelspruit, Mpumalanga. The
candidate will be responsible for the running of the office and ensuring efficiency,
productivity, and excellent customer service from the office-based CS Team
members. This role involves managing the office, staff, monitoring performance,
implementing strategies to improve service levels, and ensuring the office runs
smoothly. The ideal candidate will have strong leadership skills, a customer-focused
mindset, and experience in a call centre environment.
Key Responsibilities:
● Maintain a well-organized and efficient office environment
● Ensure call centre equipment, software, and technology are functional and up
to date.
● Manage budgets, expenses, and office supplies as needed.
● Oversee the daily operations of the call centre, ensuring smooth workflow and
efficiency.
● Ensure adherence to company policies, compliance regulations, and industry
standards.
● Manage shift schedules, ensuring adequate staffing level
● Develop and implement policies and procedures to enhance call centre
performance.
● Monitor call metrics (e.g., response times, call resolution rates, customer
satisfaction).
● Ensure high levels of customer satisfaction through quality control
measures.
● Develop and implement strategies to enhance the customer experience.
● Conduct regular call monitoring and feedback sessions with agents
Key Skills & Qualifications:
● Minimum 3-5 years of experience in a call centre environment
● Leadership & People Management: Strong ability to lead and motivate teams
● Customer Service Skills: Excellent communication and problem-solving
abilities.
● Analytical & Reporting: Proficiency in call centre software (i.e Pleased and BO)
● Time Management: Ability to multitask and work under pressure.
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What We Do
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents. The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution. We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
