Website Hollywoodbets
Hollywoodbets have been revolutionising betting within South Africa since 1999 and we are currently making inroads further into Southern Africa. As a frontrunner in our industry we are always finding new ways to give our customers the best betting experience. Our sports betting site features a la… read morerge variety of events and markets to bet on, with expert betting support both online and in store. We offer local and international horse racing betting, an extensive range of sports betting from soccer to American Sports as well as our fantastic Lucky Numbers international lottery offering. Betting is offered 365 days a year. We are also proud to provide live betting with our Live In-Play and Betgames Africa options. After opening our first branch in Durban in the year 1999 we took the leap and joined the online community with the launch of our website www.hollywoodbets.net in 2006. Our mobisite www.hollywoodbets.mobi was created soon after that in 2009 as the business expanded. Hollywoodbets now has over 80 branches spread across six of South Africa’s provinces as well as one branch in Mozambique. Additionally, we provide our customers with a variety of betting platforms including USSD betting, via our Phone-A-Bet call centre, the mobisite and website as well as the feature phone application. Our values include service excellence, commitment to achieving our objectives, ubuntu, integrity, innovation, enthusiasm and accountability, and they underpin everything we do. For that reason we believe in investing in our team, and we’ve seen many people rise through the ranks. Hollywoodbets strongly believes in investing in the communities that we operate in, and we support charitable organisations and grassroots sports teams around SA on an annual basis. For more on the Hollywoodbets My Community Programme please visit our dedicated sites http://csi.hollywoodbets.net/ and http://sponsor.hollywoodbets.net/.
Responsibilities
We have an amazing opportunity for an Operations Support Specialist (Contact Centre) to be based in Umhlanga, Durban. Do you think you have what it takes to be our newest Purple Star?
The successful candidate will be responsible for supporting senior leadership with operational oversight, performance insight, risk management, and cross-functional coordination to ensure the Contact Centre delivers strong player experience, meets service targets, and stays aligned with business priorities.
You Bring:
A valid drivers licence with own vehicle.
2 – 3 Years Administrative Management experience.
2 – 3 Years Operations Admin or Support experience.
Experience with providing insights, summary and solution reports based on data analysis across multiple business streams
Intermediate Excel experience, particularly experience with VLOOKUP’s, Pivots, and data modelling.
A Bonus To Have:
Experience with creation of Monthly Audit Reports
Experience within the Gambling Industry
Experience within a Contact Centre
What You’ll Do For The Brand:
Operational Insight & Decision Support
Produce concise, leadership-ready summaries of performance, risks, and priorities
Translate operational data into clear business insights (not just metrics)
Highlight emerging risks impacting service, cost, or player experience
Support decisions on resource allocation, escalation handling, and prioritisation
Maintain visibility of service health, backlog risk, and critical incidents
Performance Monitoring & Reporting
Monitor core reporting (SLA, CSAT, FCR, AHT, backlog, escalations, productivity)
Identify trends and root causes behind performance shifts
Track key contact drivers across events, releases, and issues
Deliver weekly and monthly operational reviews
Ensure reporting is accurate, consistent, and actionable
Risk & Incident Management
Monitor and escalate operational risks impacting support delivery
Coordinate communication during major incidents (e.g. outages, payment failures)
Maintain risk logs, action trackers, and follow-ups
Support post-incident reviews and ensure corrective actions are implemented
Cross-Functional Coordination
Act as central coordination point across Ops, Product, Game Ops, Fraud, Payments, QA, WFM and Training
Align support readiness with launches, events, and changes
Ensure operational impacts are surfaced early to leadership
Drive accountability on cross-functional actions and dependencies
Planning & Continuous Improvement
Support forecasting, capacity planning, and peak readiness
Identify opportunities to improve efficiency, reduce repeat contacts, and lower cost
Contribute to business cases for process, tooling, or automation improvements
Drive structured resolution of recurring operational issues
Governance, Compliance & Control
Support oversight of policy adherence, quality standards, and audit readiness
Monitor handling of high-risk cases (refunds, account recovery, appeals)
Identify and escalate compliance or quality risks
Track corrective actions and ensure closure
Senior Stakeholder Communication
Prepare clear updates, briefing notes, and reporting packs for leadership
Present operational insights in a concise, business-focused format
Communicate risks and recommendations with clarity and urgency
Support leadership forums, reviews, and decision-making processes
What you’ll bring to the team:
Good communication
Teamwork
Time Management & Prioritization Skills
Problem Solving
Urgency & Quick Thinker
Organization
Process Optimization
Cross Functional Collaboration
Data Analysis
Project Management
Business Acumen
Apply Before 06/10/2026
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