Job Description

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.