Overview
Call Mentre Manager Jobs in Johannesburg, South Africa at The Good Human (Pty)Ltd
Job Title
Call Centre Manager – Online Casino & Sports book
Department
Call Centre
Location
Wynberg, Sandton (Office based role)
Role Purpose
The Call Centre Manager is responsible for leading, optimizing, and governing all customer contact operations within an online casino and sports book environment. This includes service delivery excellence, regulatory and responsible gambling compliance, people leadership, performance management, and the adoption of new technologies—including AI?driven customer support solutions—to enhance customer experience and operational efficiency.
Key Responsibilities
- Own day?to?day operations across all customer contact channels: telephone, webchat, email, Whats App, and CRM ticketing systems.
- Manage high?volume, 24/7 contact Centre operations aligned to peak betting periods and live sporting events.
- Develop and manage efficient shift rosters, workforce planning, and capacity forecasting.
- Ensure service continuity, responsiveness, and operational resilience during promotions, events, and incidents.
- Act as the escalation point for critical customer issues and operational incidents.
- Deliver a best?in?class customer experience aligned to brand and player lifecycle expectations.
- Define, implement, and manage SLAs and service quality benchmarks.
- Continuously improving service outcomes using customer feedback, QA insights, complaints analysis, and performance data.
- Oversee handling of escalated complaints, VIP interactions, and regulator?sensitive customer matters.
- Balance efficiency and empathy in all customer interactions.
- Ensure full compliance with:
- National Gambling Act and Provincial Gambling Board requirements
- FICA / AML / KYC obligations
- Responsible Gambling frameworks and player protection rules
- POPIA and data protection legislation
- Embed Responsible Gambling processes across all channels, including self?exclusion, affordability checks, and loss limits.
- Ensure agents can detect, escalate, and handle vulnerable player interactions appropriately.
- Maintain audit?ready records and support internal and regulatory reviews.
- Recruit, onboard, coach, and manage Team Leaders and Call Centre Agents.
- Set clear KPIs aligned to service quality, compliance, and operational performance.
- Conduct regular performance reviews, coaching sessions, and improvement plans.
- Manage attendance, attrition, morale, and engagement in a high?pressure environment.
- Build a strong, compliant, customer?centric service culture.
- Own the Quality Assurance framework, including call monitoring, scoring, and feedback mechanisms.
- Ensure all interactions meet regulatory, responsible gambling, and brand standards.
- Partner with Learning & Development to deliver:
- Onboarding and refresher training
- Product, promotions, and rules updates
- Fraud awareness and responsible gambling training
- Drive continuous skills development, including de?escalation, empathy, and VIP handling.
- Remain up to date with emerging contact Centre technologies and CX trends, particularly within iGaming and regulated environments.
- Act as the business owner for Call Centre systems (telephony, CRM, ticketing, QA tools).
- Identify opportunities to improve efficiency, customer experience, and compliance through technology.
- Collaborate with IT, Data, Product, and Compliance teams to assess and implement new solutions.
- Drive digital transformation and innovation within Customer Operations.
- Lead the introduction, implementation, and optimization of AI?driven customer support solutions, including:
- AI webchat and chatbots
- Automated FAQs and self?service journeys
- Knowledge base optimization
- Define appropriate AI use cases vs human agent interaction.
- Ensure AI solutions:
- Improve response times and First Contact Resolution
- Comply with gambling regulations, POPIA, and responsible gambling requirements
- Escalate complex, vulnerable, or regulatory?sensitive interactions to human agents
- Monitor AI performance metrics such as containment rate, accuracy,…
Title: Call Mentre Manager
Company: The Good Human (Pty)Ltd
Location: Johannesburg, South Africa
Category: