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, Whats App, 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 capacity forecasting. Ensure s...