Head Of Contact Centres

Head Of Contact Centres
South Africa
Durban, KwaZulu-Natal


Posted 01 October 2021 – Closing Date 07 October 2021

Job Details

Job Description

Hollywoodbets has an exciting opportunity available for a Head of Contact Centres to be based our Umhlanga Office in Durban. This role will be responsible for shaping the future of a Contact Centre operation which includes Africa & International, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be Phone, Email, Web/Live chat, Video, Social, Correspondence.

Responsible for the management and daily reporting of the iBranch Contact Centres (FICA, Outbound, Telephonic Betting Call Centre (Phone-A-Bet), Helpline, Deposits and Withdrawals).

Responsible for systems and process management, operations management, cost management, resource management, shift management, compliance, efficiency management and service excellence for these campaigns.

Minimum Requirements:

  • 5 – 10 Years of proven Contact Centre experience in leading a service driven operation with experience of managing operations through periods of significant growth and change
  • 5 – 10 years’ experience with a proven track record of managing a blended, omni-channel Contact Centre with multiple campaigns/functions
  • More than 5 years’ experience with dialer & omni-channel software
  • More than 5 years’ experience with IVR
  • Quality Assurance Process & Framework


  • Diploma/Degree
  • Experience in leading cross functional and multiskilled teams
  • Experience of the African markets in telecoms or betting
  • Strong business acumen including finance principles
  • A trained eye for detail and ability to apply logic to system related issues



  • Manage the day to day performance of the Contact Centre Operations to deliver the best in class service, meeting or exceeding all KPIs and within budget
  • Set the strategy for the development of the Contact Centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
  • Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
  • Responsible for the recruitment, training, induction and coaching strategy across the Contact Centres
  • Work closely with HR, Training delivery teams and greater iBranch teams. Taking responsibility for the ongoing development all levels of Contact Centre teams
  • Reviewing and defining clearly 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 employee 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 increase 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
  • Analyzing 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
  • Oversee Monthly iBranch management reporting, trend analysis reporting, workforce management, resource management reporting and quarterly Board reports
  • Any other ad hoc duties that might be required


Skills and competencies:

  • Quality Focus
  • Business Process Improvement
  • Strategic Planning
  • Administration
  • Reporting
  • Accountability
  • Betting types
  • Betting procedures
  • Mobile betting
  • Internet betting

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful