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Head of Contact Centre - Customer Care

 Head of Contact Centre - Customer Care


Job Description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a Head of Contact Centre: Customer Care. Do you think you have what it takes to be our newest Purple Star?

The Head of Contact Centre: Customer Care is responsible for shaping the future of Voice and Digital Contact Centre operation, being committed to ensuring a great customer experience through a variety of touchpoints. Responsible for the strategic oversight and management or operations including but not limited to daily, weekly, monthly and quarterly performance reporting, linked to consequence management for poor performance and rewards & recognition for above average performance. Instill a culture aligned to the brand’s core values instilling a performance driven attitude at all levels across the Centre. Responsible for systems and process management, operations management, cost management, resource management and retention, shift management, compliance, efficiency management and service excellence.

With Hollywoodbets You Will:
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.

You Bring:

• 10 years Contact Centre Management experience
• 5+ years Head of Operations experience
• 5+ years’ experience with Contact Centre software suites
• Minimum of 5 years IVR experience
• Quality Assurance processes and framework management


• Matric
• Relevant Degree/Diploma

What You’ll Do for The Brand:
• Oversee the day to day performance of the Contact Centre Operations through the Ops Leadership Team, to deliver a best in class service, exceeding all KPIs and within budget 
• Set the strategy for the development of the Voice and Digital journey, staying abreast of new practices and technologies
• Be responsible for the end to end customer touchpoints and the associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and eliminate complaints
• Responsible for ensuring recruitment, training objectives are met and that the induction and coaching strategy across the Contact Centre is strictly adhered to
• Work closely with HR, Training and other support departments across the business, taking responsibility for the ongoing development all levels of Contact Centre Teams
• Reviewing and clearly defining all Contact Centre roles, any required shift and candidate profiles required across the Contact Centre operation
• Lead an effective resource planning Team, ensuring that resource is fully utilized and any contact demand is effectively covered
• Applying best practice, develop continuous improvement plans and make recommendations based upon the team and customer insight
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies, Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Ensure that the Hollywood brand and image is promoted through customer service excellence.
• Analysing the Competitors on a monthly basis and providing feedback to Executive Management in forms of reports.
• Engaging with IT and Dev Support teams to ensure the volumes and systems within the Contact Centre is managed and assessed according to volumes.
• Assessment of training needs and conducting of a detailed Gap analysis on a quarterly basis, engaging with Head of Training to ensure the IDP’s are rolled out across Contact Centre
• Preparation of detail reports such as Board Reports and Monthly iBranch reports to the Executive Team.
• Adequate risk management working closely with Risk Management Team/s to implement strategies to mitigate identified areas in real time
• Any other ad-hoc duties as required by the management team.

• Oversee Monthly iBranch management reporting, trend analysis reporting, workforce management, resource management reporting and quarterly Board reports.
• Work closely with other iBranch functions such as Mobile, Digital Marketing, Social Media team in order to understand the dependencies that exist between departments.
• Any other ad hoc duties that might be required.

What You’ll Bring to The Team:

• Must have strong communication and people management skills.
• Excellent report writing and presentation skills
• Excellent Project Management skills
• Must have excellent Relationship Management
• Must have good business Acumen
• Must be able to think on a strategic level

Please note that only applicants who meet the stipulated minimum requirements will be considered.


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