Head of Operations & Call Centre (Cape Town)

Job Type:
Salary Description:
Competitive + Benefits
Job Ref:

BettingJobs.com is currently seeking a Head of Operations and Call Centre for a leading gaming company to be based in their Cape Town office. This role will be key in implementing and executing call centre strategies and operational practices to ensure KPI’s are met and exceeded. This is a unique opportunity for an experienced Operations Manager to play a significant role in the continued development of an already successful gaming company.


• Develop an operational team of 30 people
• Manage and increase the effectiveness and efficiency of Support Services (Payroll, IT and Finance)
• Assist in determining operational strategies by conducting
o Needs assessments
o Performance reviews
o Capacity planning
o Cost/Benefit analyses
• Identify and evaluate technologies and tools that add to operational efficiencies
• Define productivity, quality and customer-service standards
• Contribute information and analysis to organisational strategic plans and reviews
• Plan and control implementations
• Maintain and improve operations by
o monitoring performance
o identifying and resolving problems
o preparing and completing action plans
o completing system audits and analyse
o managing process improvement
o implementing key performance indicators
o quality assurance programs
• Prepare operational reports on a regular basis
• Provide guidance to the team regarding future performance in order to continuously improve results
• Accomplish human resource objectives by assisting in
o recruiting, orienting, training, assigning, counselling and managing employees
o administering scheduling systems
o communicating job expectations
o planning, monitoring, appraising and reviewing job contributions
o planning and reviewing compensation actions
o enforcing policies and procedures
o Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate their performance against the department goals
• Meet objectives by
o estimating requirements
o analysing variances
o initiating corrective actions
• Preparation of performance reports analysing and summarising data and trends
• Accomplish organisations goals by accepting ownership for accomplishing new and different requests
• Explore opportunities that could add value to job accomplishments
• Perform other duties as assigned by management


• Sound business experience which should include developing and executing operational strategies focused on customer service within the online gambling sector
• Proven experience in driving increased customer service, engagement and operational efficiencies
• Experience of operating in regulated markets
• Extensive experience in leading multiple teams of diverse people
• Strong interpersonal skills with a challenging and persuasive manner, to win and maintain the respect of colleagues across the business at all levels
• Clear communication and presentation skills
• Solid analytical and numerical skills
• Expert Microsoft Office user, especially Excel

Personal Attributes:

• Customer and service focused
• Strong verbal and written communication skills
• Process improvement
• Problem solving
• People skills
• People management
• Account management
• Managing processes
• Emphasizing excellence
• Quality focused

Key Skills:

• Effective Communicator
• Strategy, planning, execution and analysis
• Proven operational expertise in the online gambling sector
• Team Leadership
• Operational Expertise
• Customer Experience – proactive client management
• Hands on management style
• Data Analysis and Interpretation
• Resource Management

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: John O'Neill

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