Responsibilities<\/p>\n
\tWe have an amazing opportunity for an\u00a0Operations Support Specialist (Contact Centre)\u00a0to be based in\u00a0Umhlanga, Durban. Do you think you have what it takes to be our newest Purple Star?
\n\tThe 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.<\/p>\n
You\u00a0Bring:<\/p>\n
\tA valid drivers licence with own vehicle.
\n\t2 \u2013 3 Years Administrative Management experience.
\n\t2 \u2013 3 Years Operations Admin or Support experience.
\n\tExperience with providing insights, summary and solution reports based on data analysis across multiple business streams
\n\tIntermediate Excel experience, particularly experience with VLOOKUP’s, Pivots, and data modelling.<\/p>\n
A Bonus To Have:<\/p>\n
\tExperience with creation of Monthly Audit Reports
\n\tExperience within the Gambling Industry\u00a0
\n\tExperience within a Contact Centre<\/p>\n
What You\u2019ll Do For The Brand:<\/p>\n
Operational Insight & Decision Support<\/p>\n
\tProduce concise, leadership-ready summaries of performance, risks, and priorities
\n\tTranslate operational data into clear business insights (not just metrics)
\n\tHighlight emerging risks impacting service, cost, or player experience
\n\tSupport decisions on resource allocation, escalation handling, and prioritisation
\n\tMaintain visibility of service health, backlog risk, and critical incidents<\/p>\n
Performance Monitoring & Reporting<\/p>\n
\tMonitor core reporting (SLA, CSAT, FCR, AHT, backlog, escalations, productivity)
\n\tIdentify trends and root causes behind performance shifts
\n\tTrack key contact drivers across events, releases, and issues
\n\tDeliver weekly and monthly operational reviews
\n\tEnsure reporting is accurate, consistent, and actionable<\/p>\n
Risk & Incident Management<\/p>\n
\tMonitor and escalate operational risks impacting support delivery
\n\tCoordinate communication during major incidents (e.g. outages, payment failures)
\n\tMaintain risk logs, action trackers, and follow-ups
\n\tSupport post-incident reviews and ensure corrective actions are implemented<\/p>\n
Cross-Functional Coordination<\/p>\n
\tAct as central coordination point across Ops, Product, Game Ops, Fraud, Payments, QA, WFM and Training
\n\tAlign support readiness with launches, events, and changes
\n\tEnsure operational impacts are surfaced early to leadership
\n\tDrive accountability on cross-functional actions and dependencies<\/p>\n
Planning & Continuous Improvement<\/p>\n
\tSupport forecasting, capacity planning, and peak readiness
\n\tIdentify opportunities to improve efficiency, reduce repeat contacts, and lower cost
\n\tContribute to business cases for process, tooling, or automation improvements
\n\tDrive structured resolution of recurring operational issues<\/p>\n
Governance, Compliance & Control<\/p>\n
\tSupport oversight of policy adherence, quality standards, and audit readiness
\n\tMonitor handling of high-risk cases (refunds, account recovery, appeals)
\n\tIdentify and escalate compliance or quality risks
\n\tTrack corrective actions and ensure closure<\/p>\n
Senior Stakeholder Communication<\/p>\n
\tPrepare clear updates, briefing notes, and reporting packs for leadership
\n\tPresent operational insights in a concise, business-focused format
\n\tCommunicate risks and recommendations with clarity and urgency
\n\tSupport leadership forums, reviews, and decision-making processes<\/p>\n
What you\u2019ll bring to the team:<\/p>\n
\tGood communication
\n\tTeamwork
\n\tTime Management & Prioritization Skills
\n\tProblem Solving
\n\tUrgency & Quick Thinker
\n\tOrganization
\n\tProcess Optimization
\n\tCross Functional Collaboration
\n\tData Analysis
\n\tProject Management
\n\tBusiness Acumen<\/p>\n
Apply Before 06\/10\/2026<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Hollywoodbets","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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\u2019s 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\u2019ve 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\/.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":{"0":"post-37359","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-kwazulu-natal","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/37359","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=37359"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=37359"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=37359"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}