Overview
Operations Support Specialist (Contact Centre) Jobs in Durban, KwaZulu-Natal, South Africa at Hollywoodbets
Title: Operations Support Specialist (Contact Centre)
Company: Hollywoodbets
Location: Durban, KwaZulu-Natal, South Africa
Responsibilities
Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.
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.
With Hollywoodbets You Will
Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.
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
So, are you ready to level up, learn, and perform at your best? Apply now!
Please note that only applicants who meet the stipulated minimum requirements will be considered.
Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.
