Call Mentre Manager

Job Title
Call Centre Manager – Online Casino & Sportsbook
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 sportsbook 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
Call Centre Leadership & Operations

Own day?to?day operations across all customer contact channels: telephone, webchat, email, WhatsApp, 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 capaci...