We are Kingmakers, a customer-centric tech startup, dedicated to creating innovative products that entertain our customers and keep them engaged both online and through our agency operations.Since the successful launch of our first product, BetKing, in 2018, we have continued our momentum and will soon be introducing our newest offering, SuperSportBet, in South Africa. In partnership with the Multichoice Group and SuperSport, SuperSportBet enhances the passion that sports fans have for the game with a world-class sports betting and casino experience.As our Kingdom expands, we proudly stand as the leading Sports and Digital Entertainment platform in Africa, and we are still actively hiring an exceptional team of Creators and Innovators across Africa, the United Kingdom, Europe, and the Middle East.There has never been a better time to join our Kingdom than today!Role Overview:The Customer Service & Training Operations Manager holds a key role in the first-line support of our customers by leading and shaping an effective Operation which focuses on delivering service excellence by way of Team and Tool excellence. This role reports into the Head of Customer Service and forms part of an Operations Management team responsible for driving desired results, growing and developing people and fostering an inclusive culture. A key part of the role will be to facilitate team collaboration and help with cross-team collaboration to draw on relevant learning and expertise – a can-do attitude is essential. You will analyse and evaluate issues and relevant factors and propose and implement solutions.What You Will Be Doing: Ensure operational KPIs and SLAs are consistently achieved. Ensure regular reporting to track team performance and KPIs.Drive operational excellence by communicating expectations of and reporting on quality standards and quantity benchmarks.Ensure teams are set up for success and growth and have the necessary tooling and support mechanisms.Ensure all systems are operational at all times and manage any downtimes via escalation paths.Provide input to strategic decisions that affect the functional area of responsibility.Communicate operational milestones which assist achieving the company's objectives. Inspire the workforce's commitment to achieving goals and foster everyone's understanding of how they contribute.Use business tools to proactively identify initiatives and projects to improve the customer experience and increase customer value.Evaluate and enhance current operational systems. Understand the detail of the systems used within the area and drive efficient tooling.Keep the teams and business up to date on customer feedback, trends, issues and opportunities identified on a daily basis.Share information throughout the department to ensure alignment and visibility on all layers.Oversee the operation 24/7, be the escalation point during non-office hours.Responsible for effective resource planning in the short and mid-term.Drive growth and development initiatives with staff, from 1-on-1s and coachings with direct reports to department-wide rewards and recognition schemes.Lead by example as an empathetic and non-biased leader with people's success at heart, basing judgement on output as well as the "How". Identify, retain, coach and develop future leaders.Understand each department that directly impacts customer service and regularly meet with the various stakeholders.Co-ordinate the updating, writing and developing of processes by working with relevant stakeholders and follow through the correct channels.Capability to work both proactively and reactively and to work under pressure in an ever-changing environment.What You Need for This Role: Tertiary qualification in Contact Centre Management or similarRelevant Experience: Typically, 2-3 years of experience in Call Center or Operations Management, with solid experience in Customer Service and Training.Leadership experience including performance management, leading, coaching and motivating a team.Experience in the iGaming/Sportsbook industry is highly desirable.How you do it – Expectations for fulfilling your role: As a general rule at KingMakers we want people to be:Customer Focus: We keep the customer at the center of everything we do. Passion & Dedication: We are passionate about what we do, employing only smart, honest, dedicated, and results oriented team players. Openness, Honesty & Directness: We embrace a culture of candor and work together towards the right solution whilst being open, honest, and willing to give and receive feedback, judgment-free. We play the ball, not the person. Innovation & Big Thinking: We always look for ways to innovate whilst not losing sight of what's important. The bigger we think, the more we inspire, the better the outcome. Ownership & Accountability: We think like owners. If we see a problem, we find a solution. We are pragmatic and always strive to do more with less. Speed & Focus: We plan, we strategize, but mostly, we DO. Without doing, there is no progress, we can always change direction but only if we start moving. Fast beats slow. Low Ego: The best solutions are achieved when we leave our egos at the door. We always seek opportunities to learn in every situation. No job too small. Fun: On balance, we believe in having fun whilst working. We maintain perspective as best as we can, and together, we celebrate our successes.Beyond our great company benefits and competitive salaries, we recognize that to grow sustainably and thrive positively we need to engage the right talent because our people are a merit to our success. We have an inclusive culture where everyone can thrive and where everybody has a seat at the table.So, what are you waiting for? Click apply and join our Kingdom today!#J-18808-Ljbffr
