Operations Manager - Customer Support

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features.

We hire experienced top talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.

The Customer Service Operations Manager is responsible for leading and optimizing call centre operations, ensuring world class service delivery, and aligning operational performance with the organization's strategic goals. The role requires balancing daily management, long term strategic planning, and continuous improvement to deliver exceptional customer experiences while driving efficiency, cost management, and innovation.

• Oversee daily call centre operations to ensure smooth workflow and achievement of SLAs, KPIs, and compliance standards.
• Develop workforce schedules based on call volume forecasts and resource availability.
• Ensure call quality monitoring, service consistency, and operational adherence to policies.
• Lead, mentor, and inspire team leaders and agents, fostering a high performance and customer centric culture.
• Conduct regular performance evaluations, set goals, and implement coaching programs.
• Design and deliver training initiatives to build skills and improve service quality.

• Drive strategies that enhance customer satisfaction, loyalty, and retention.
• Handle escalated issues, ensuring timely resolution and root cause analysis.
• Monitor FCR (First Contact Resolution), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).

• Develop and execute strategies to evolve the call centre into a modern, digital first customer service function.
• Partner with senior leadership to align operational goals with broader business objectives such as customer retention, digital adoption, and revenue growth.
• Plan budgets, workforce expansion, and cost optimization initiatives.
• Explore and implement new technologies (automation, chatbots, AI, omnichannel platforms).

• Analyse operational data and generate reports for senior leadership, highlighting trends, risks, and opportunities.
• Track and optimise critical metrics: AHT (Average Handle Time), FCR, CSAT, NPS, occupancy, and attrition.
• Benchmark performance against industry standards to drive a culture of continuous improvement.

• Enforce adherence to policies, procedures, and compliance standards, including data security and privacy regulations.
• Implement process improvement initiatives to increase efficiency and reduce errors.
• Collaborate with IT and vendors on system uptime, reporting tools, and technology enhancements

• 5-8 years of experience in customer service or call centre operations, with at least 3 years at managerial level.
• Experience working in i Gaming field
• Hands on experience working with AI tools/systems in the CS environment
• Proven track record of operational leadership, strategic planning, and process optimisation in a call centre environment.
• Strong analytical skills with experience in performance reporting and business intelligence tools.
• Excellent leadership, coaching, and communication abilities.
• Customer centric mindset with passion for delivering service excellence.
• Strategic thinker with ability to translate business priorities into actionable plans.
• Inspiring leadership style that motivates, develops, and retains talent.
• Strong problem solving, decision making, and conflict resolution skills.
• Adaptability to fast paced, high pressure environments.
• Continuous improvement and innovation orientation.

Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.

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