What you'll be doing
As part of your role, your responsibilities will include:
Real-Time Monitoring & Performance Management
Monitor intraday contact centre performance (calls, chats, emails, etc.) in real time using Workforce Management (WFM) tools.
Track key metrics such as adherence, occupancy, service levels, ASA (Average Speed of Answer), and queue volumes.
Take immediate corrective actions such as reassigning Hosts, escalating issues, or recommending break/lunch adjustments to maintain service levels.
Communication & Coordination
Serve as the primary point of contact for real-time updates and escalations during live operations.
Coordinate with Team Managers to manage Host availability, shrinkage, and adherence.
Communicate intraday changes, system outages, or critical incidents to stakeholders as needed.
Reporting & Analytics
Provide real-time dashboards, status reports, and end-of-day performance summaries.
Identify trends and patterns affecting service levels and provide recommendations for improvement.
Support analysis of peak traffic periods, promotional campaigns, and product launches.
Tools & Systems Management
Operate and optimize WFM systems (Genesys or similar platforms).
Monitor and troubleshoot issues in telephony or chat routing systems in collaboration with IT teams.
Assist with schedule adjustments and shift management as required.
Essential skills you'll bring to the table
The necessary skills that we require for this role include:
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
Minimum 2 years' experience in a contact centre environment
Experience with regulatory requirements and responsible gambling policies
Proficient in Microsoft Excel and data visualisation/reporting tools
Analytical and problem-solving skills
Attention to detail and ability to multitask in high pressure environments
This role requires rotating shifts, including evenings, weekends, and public holidays
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 in various jurisdictions, ensuring adherence to legal standards
Experience in developing and executing customer retention strategies
Experience in a real time analyst support function
Our values are non-negotiables
Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.
These competencies are:
Adaptability
Ownership and accountability
Initiating action
Resilience
Team orientation
Integrity
Innovation
What you'll get back
We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:
We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
Free Daily Meal
Free Massages On-site
Free On-Site Gym
Group Life Cover
Funeral Fund Benefit
Financial Services Assistance
Curro School Fees Benefit
Income Continuation Benefit
Leadership Training
Referral Bonus
Medical Aid Subsidy
Free Sleep Coaching
On-site Barista
Retirement Annuity Subsidy