Operations Support Specialist (Contact Centre)

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 large 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 in 2006. Our mobisite 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 and 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