Operations Support Specialist (Contact Centre) at Hollywoodbets

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