Call Centre Specialist: Sunbet at Sun International

Job Purpose: 

• The Call Centre Operations Specialist is a functional subject matter expert responsible for driving operational excellence across the Contact Centre. The role focuses on defining, optimising, and embedding best-practice processes, performance standards, and customer experience frameworks.
• The Specialist provides analytical insight, operational guidance, and continuous improvement recommendations to support the customer operations team in achieving business objectives. 

Job Requirements

Qualification: 

• Diploma in Business/Operations/Customer Services or related field.

Experience: 

• 5-6 years’ contact centre experience, with exposure to operations, reporting, or performance analysis.
• Strong understanding of contact centre KPIs, workflows, and service delivery models.
• Experience analysing performance data and producing operational insights/reports.
• Proficiency in CRM and contact centre systems.

Skills & Knowledge:

• Analytical and critical thinking
• Strong attention to detail
• Influencing and stakeholder engagement
• Clear and confident communication
• Problem-solving and solution orientation
• Coaching and knowledge sharing mindset
• High accountability and ownership
• Adaptability in a fast-paced environment
• Continuous improvement mindset
• Professionalism and integrity
• Advanced CRM and contact centre system usage
• Performance reporting and data analysis (KPIs, trends, dashboards)
• Strong Excel and data manipulation skills
• Contact centre operations knowledge (queues, workflows, SLAs)
• Quality assurance and customer interaction standards
• Understanding of escalation frameworks and case management
• Familiarity with workforce management concepts (adherence, staffing, forecasting)
• Knowledge of compliance, KYC, and data protection principles
• Process mapping and operational documentation

Key Performance Areas: 

• Provide functional expertise to support the execution of Call Centre operational plans and business priorities.
• Support Team Leaders by providing guidance on workflow optimisation, queue management principles and operational best practices.
• Monitor operational performance trends and highlight risks, inefficiencies and improvement opportunities.
• Act as the operational point of expertise for process interpretation and escalation frameworks.
• Analyse Call Centre performance data to identify trends, gaps, and improvement opportunities across teams.
• Track key performance indicators (KPIs) such as service levels, productivity, adherence, quality, and customer satisfaction.
• Provide insights and recommendations to management to support performance improvement plans.
• Develop dashboards, reports and insights to support decision-making and operational visibility.
• Provide guidance and knowledge sharing to the call centre team on relevant frameworks, tools and best-practice guidance.
• Identify capability gaps across teams and recommend targeted development interventions in collaboration with training functions.
• Support succession planning by highlighting high-potential behaviours and capability trends.
• Partner with QA, Customer Experience, and Insights teams to identify service gaps and process breakdowns.
• Use customer feedback, complaints, and quality data to recommend improvements to processes and service delivery.
• Support the design and refinement of customer journey standards and interaction quality frameworks.
• Drive alignment between operational execution and desired customer experience outcomes.
• Act as a functional liaison between Customer Operations Management, Team Leaders, and support functions.
• Collaborate with QA, Training, Product, Campaign and other relevant teams to ensure operational alignment.
• Communicate process updates, operational changes, and best practices to relevant stakeholders.
• Ensure clarity and consistency in operational standards across the Call Centre.
• Identify operational inefficiencies and recommend process optimisation opportunities.
• Support the implementation of new tools, automation, and AI-driven solutions within the Call Centre environment.
• Contribute to continuous improvement initiatives aimed at enhancing efficiency, quality, and customer experience.
• Provide input into operational design, policy refinement and system enhancements.