Join the Hollywoodbets Team as Head of Contact Centre: Customer Care”

Are you a seasoned professional with a passion for customer care and contact centre management?

Do you have a proven track record of success in leading high-performing teams and driving business growth?

If so, we have an exciting opportunity for you to join the Hollywoodbets team as our new Head of Contact Centre: Customer Care.

As a key member of our leadership team, you will be responsible for shaping the future of our voice and digital contact centre operations, ensuring a great customer experience across all touchpoints. Your strategic oversight and management will include:

– Daily, weekly, monthly, and quarterly performance reporting
– Consequence management for poor performance and rewards & recognition for above-average performance

– Instilling a culture aligned with our brand’s core values and a performance-driven attitude across the centre
– Systems and process management, operations management, cost management, resource management, retention, shift management, compliance, efficiency management, and service excellence

With Hollywoodbets, you will have the opportunity to:

– Innovate and create as part of a like-minded, authentic team eager to achieve goals
– Embrace challenges and the thrill of working in a vibrant and fast-paced industry
– Grow with our development plans and culture that allows you to further your career

To succeed in this role, you will need to bring:

– 7+ years of contact centre management experience
– 5+ years of head of operations experience
– 5+ years of experience with contact centre software suites
– Minimum of 5 years of IVR experience
– Quality assurance processes and framework management (advantageous)
– Matric and relevant degree/diploma

As our new Head of Contact Centre: Customer Care, you will be responsible for:

– Overseeing the day-to-day performance of the contact centre operations
– Setting the strategy for the development of the voice and digital journey

– Ensuring recruitment, training objectives are met, and induction and coaching strategy across the contact centre
– Working closely with HR, training, and other support departments

– Reviewing and defining all contact centre roles and shift and candidate profiles
– Leading an effective resource planning team
– Applying best practice and developing continuous improvement plans
– Championing change and improvements across the customer experience

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and cover letter, to [insert contact information]. Join our team and let’s reach for the stars!


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