Contact Centre Manager - World Leading Sports Betting Brand - Accra, Ghana

Job Type:
Customer Support
Salary Description:
Job Ref:

A major international betting and gaming operator is seeking an experienced managerial profile to lead their customer support operations in Accra, Ghana.

• The Customer Support Manager is responsible for the customer service, operations and employee management functions of the Customer Support Team.
• Directs and coordinates activities concerned with the efficient and effective operation of the Customer Support Team within the company guidelines, policies and budget.
• Ensures key performance indicators and company expectations are met.
• Establishes and coordinates training and development for Customer Support team, support engineers and customer care
• representatives.
• Works closely with the executive department head in the formulation of campaigns, promotions and compensation plans to
• direct and motivate Customer Support staff in promotions and compensation plans to direct and motivate Customer Support
• Staff in the pursuit of defined goals.
• Develops and drives an efficient process for setting benchmarks and performance criteria within the Customer Support Team.
• Responsible for the reporting metrics and performance evaluation of programs, staff and benchmark goals.
• Manage performance of operations and programs to meet or exceed key performance indicators and benchmarks
• Analyze and adjust staffing levels and skills mix to meet fluctuations in contact demands.
• Ensure they are proficient in their job skills and provide constant follow-up training, feedback and recommendation to improve
• performance.
• Responsibilities include performance appraisal, rewarding and disciplining employees.
• Analyze/prepare forecasted metrics, comparing to actual performance and explaining variances and make recommendations if necessary.
• Manage information flow between Customer Support team and other departments, including product development.
• Facilitate employee satisfaction through the Customer Support team using incentives and floor-wide activities which may include one on
• one feedback or group sessions to gauge employee satisfaction and program effectiveness.
• Manage call gating and flow, adjusting as necessary.
• Establish and supervise procedures, manuals, workflows, guidelines etc.
• Oversee the hiring and onboarding of talented staff, based on skills and experience, as and when required.
• Responsible for effectively communicating updates, issues and anything of note to upper management, as part of standard practice.
• Any task assigned by a superior.

• Bachelor’s Degree or at least one year relevant working experience in Contact Centre Operations.
• Possess excellent management skills in planning, organizing, leading and controlling team.
• Display excellent communication, problem solving and people skills.
• Must be independent, self-motivated, show initiative and a strong sense of ownership and responsibility.
• Ability to manage, motivate, maintain fairness and harmony with team
• Supportive of company goals and objectives, deliver departmental/team results and key objectives.

Contact Details:
Tel: +44 (0) 1355 588988
Contact: Chris Miller

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