Contact Centre Manager (Customer Care) –
Job Title: Contact Centre Manager (Customer Care)
Company: Hollywoodbets
Location: Umhlanga, Durban, KwaZulu-Natal, South Africa
Employment Type: Full-Time
Work Arrangement: On-site
Job Category: Client / Customer Service
Closing Date: 31 July 2026
Job Overview
Hollywoodbets is looking for an experienced Contact Centre Manager (Customer Care) to join its team in Umhlanga, Durban. This is a leadership opportunity for professionals with a strong background in contact centre operations and customer service management who are passionate about driving operational excellence and delivering outstanding customer experiences.
As the Contact Centre Manager, you will provide strategic leadership to the Customer Care team, ensuring daily operations run efficiently while maintaining high service standards. You will oversee workforce management, performance monitoring, process optimisation, regulatory compliance, and continuous improvement initiatives. The role requires someone who can analyse operational data, improve customer satisfaction, lead cross-functional teams, and align customer service strategies with business goals.
You will also be responsible for managing escalated customer issues, improving workflows through automation, mentoring and developing employees, and ensuring compliance with company policies and industry regulations. This position offers the opportunity to play a key role in one of South Africa’s fastest-growing companies while contributing to the continued success of the Hollywoodbets brand.
Key Responsibilities
Your responsibilities will include:
- Lead and manage the Customer Care Contact Centre team.
- Develop long-term customer service and operational strategies.
- Align contact centre performance with business objectives and KPIs.
- Oversee daily operations to ensure service level agreements are achieved.
- Manage escalated customer complaints and resolve complex issues.
- Analyse operational and customer service data to improve performance.
- Identify trends and implement customer engagement and retention strategies.
- Drive process optimisation and workflow automation initiatives.
- Prepare operational, resource, and performance reports for senior management.
- Collaborate with internal departments to improve service delivery.
- Ensure compliance with company policies, governance requirements, and Gambling Board regulations.
- Manage recruitment, performance management, succession planning, and employee development.
- Implement training, coaching, and recognition programmes.
- Promote the Hollywoodbets brand through exceptional customer service.
- Foster teamwork, accountability, and a high-performance culture.
Minimum Requirements
Applicants should have:
- 3–5 years’ experience managing Contact Centre or Customer Care operations.
- Experience within the Betting and Gaming industry is preferred.
- Experience in analytical, technical, or AI-focused environments is advantageous.
- Strong stakeholder management experience.
- Proven leadership and people management skills.
- Experience in process optimisation and risk management.
Advantageous Qualification
- A relevant tertiary qualification.
Skills and Competencies
The successful candidate should possess:
- Strong customer service leadership.
- Excellent communication and interpersonal skills.
- Reporting and analytical skills.
- Workforce planning and operational management.
- Microsoft Office proficiency.
- Knowledge of betting platforms and betting products.
- Problem-solving and decision-making abilities.
- Attention to detail.
- Leadership and coaching skills.
- Performance management experience.
- Ability to work effectively under pressure.
Why Join Hollywoodbets?
Hollywoodbets has grown from a Durban-based business into one of Africa’s leading betting brands, with operations extending into the United Kingdom. Employees benefit from a fast-paced, innovative environment that values teamwork, career development, and continuous growth. The company encourages employees to think creatively, embrace challenges, and build rewarding long-term careers while contributing to one of South Africa’s biggest success stories.
If you have strong contact centre management experience, enjoy leading high-performing teams, and are passionate about delivering exceptional customer service, this opportunity could be the next step in your leadership career.
Company: Hollywoodbets
Position: Contact Centre Manager (Customer Care)
Location: Umhlanga, Durban, KwaZulu-Natal
Employment Type: Full-Time (On-site)
Closing Date: 31 July 2026