Manager, Customer Relationship – Betway Premium at Osiris Trading

Who We’re Looking For

• We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
• Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• This role will manage Betway Premium and provide leadership, engagement and operational meticulousness in order to exceed our VIP customer expectations. This will help us excel at delivering the best customer experience to stay ahead of the game.

What You’ll Be Doing

As part of your role, your responsibilities will include:

Manage Betway Premium operations

• Define objectives in accordance with strategy
• Define operational practice and exactness as well as processes
• Analyse benchmarks to determine performance indicators
• Monitor and report on key output performance indicators (first call resolution, response service levels, volume reduction, digital steering, etc.) in line with targets and drive performance or take corrective action as required
• Ensure smooth running of Betway Premium and data integrity of systems
• Ensure all resources and facilities are in line with current and projected volumes
• Manage resources to ensure successful achievement of results
• Ensure appropriate resources are identified and managed
• Drive performance improvement
• Liaise with business leaders, as appropriate, to ensure strategic alignment with norms and industry best practice
• Stay abreast of industry new developments and technology through networking with industry leaders
• Analyse inbound and outbound contacts, financial and player behavioural data and other data as requested by management
• Review, identify, coach, mentor and manage high valued employees for succession
• Provide detailed developments plan for the individuals identified
• Contribute to the strategic direction of Betway Premium, through active engagement with business leaders
• Delivering comprehensive reports to the Head of Betway Premium – daily, weekly and monthly reporting.
• Implement effective and efficient workflow and escalation processes
• Regular revision of productivity statistics and ensuring adequate resources are in place at all times
• Ensure there is an effective Training and Quality Management process in place
• Ensure correct performance management process is followed
• Ensure correct disciplinary action is followed and fair

Essential Skills You’ll Bring To The Table

The necessary skills that we require for this role include:

• Minimum of 4 years of management experience within a Customer Service environment
• A degree (BCom or equivalent) is essential.
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Experience in developing and executing customer retention strategies
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
• Strong presentation skills and the ability to present to large groups
• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions
• Betway Premium is a 24-hour operation therefore availability and flexible to work overtime is essential

Desirable Skills You’ve Got Up Your Sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions