Are you looking for an exciting job opportunity within an online gaming company? Keep reading! An online gaming company based in Cape Town have an exciting opportunity for an Head of Operations to join their team. If you are someone who is passionate about great service, committed to employee coaching and staff development and capable of getting your hands dirty and contributing to continuous improvement in a complex operational environment, then this job could be perfect for you!

Your key job responsibilities as the Head of Operations in Cape Town will include:

- Ensure that the customer operations teams in South Africa provide the best possible experience for customers across our portfolio of brands
- Provide strategic direction and planning for the customer support teams in South Africa
- Work with the Director of Operations and Head of Operations in Panama to ensure the direction and planning for the South African teams are aligned with the overall customer services strategy
- Responsible for performance management systems and processes for all employees in the fraud and customer support teams in South Africa
- Responsible for coaching and developing the customer support and fraud operations managers to more effectively fulfil their roles
- Liaise with key stakeholders in the business, such as trading, product owners, fraud, payment processing and IT teams to improve the products we offer based on customer feedback via the South African teams
- Provide employee relations advice and support for managers and supervisors, where required liaising our off-site attorney
- Ensuring that the most effective processes are in place to meet recruitment targets for the customer support and fraud teams and recruit the best candidates for these roles
- Attend weekly meetings of the global customer service senior leadership team to report on customer service performance level in South Africa

Requirements for this Head of Operations job in Cape Town:

- 4-6 years mid to senior management experience in contact center or customer service environment
- Knowledge of customer service contact center systems including WFM
- Familiarity with online and offline payment fraud, payment industry trends, risk analysis, third party verification and risk management solutions
- A passion for coaching and developing employees
- Must have a flexible schedule as they are a 24/7 operation
- Knowledge of Project Management principles would be advantageous
- Degree in a business-related discipline would be advantageous
- A passion for and knowledge of sport and or betting would be advantageous