Customer Service Operations Manager (Call Centre)

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of the Role:

The Customer Service Operations Manager is responsible for leading and optimizing call centre operations, ensuring world-class service delivery, and aligning operational performance with the organization’s strategic goals. The role requires balancing daily management, long-term strategic planning, and continuous improvement to deliver exceptional customer experiences while driving efficiency, cost management, and innovation.

Responsibilities:

Operational Leadership:

• Oversee daily call centre operations to ensure smooth workflow and achievement of SLAs, KPIs, and compliance standards.
• Develop workforce schedules based on call volume forecasts and resource availability.
• Ensure call quality monitoring, service consistency, and operational adherence to policies.

People Leadership & Development:

• Lead, mentor, and inspire team leaders and agents, fostering a high-performance and customer-centric culture.
• Conduct regular performance evaluations, set goals, and implement coaching programs.
• Design and deliver training initiatives to build skills and improve service quality.

Customer Experience & Escalation Management:

• Drive strategies that enhance customer satisfaction, loyalty, and retention.
• Handle escalated issues, ensuring timely resolution and root cause analysis.
• Monitor FCR (First Contact Resolution), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).

Strategic Focus & Business Alignment:

• Develop and execute strategies to evolve the call centre into a modern, digital-first customer service function.
• Partner with senior leadership to align operational goals with broader business objectives such as customer retention, digital adoption, and revenue growth.
• Plan budgets, workforce expansion, and cost-optimization initiatives.
• Explore and implement new technologies (automation, chatbots, AI, omnichannel platforms).

Performance Management & Reporting:

• Analyse operational data and generate reports for senior leadership, highlighting trends, risks, and opportunities.
• Track and optimize critical metrics: AHT (Average Handle Time), FCR, CSAT, NPS, occupancy, and attrition.
• Benchmark performance against industry standards to drive a culture of continuous improvement.

Compliance & Process Excellence:

• Enforce adherence to policies, procedures, and compliance standards, including data security and privacy regulations.
• Implement process improvement initiatives to increase efficiency and reduce errors.
• Collaborate with IT and vendors on system uptime, reporting tools, and technology enhancements.

Requirements:

• 5–8 years of experience in customer service or call centre operations, with at least 3 years at managerial level.
• Experience working in i-Gaming field.
• Hands on experience working with AI tools/systems in the CS environment.
• Proven track record of operational leadership, strategic planning, and process optimization in a call centre environment.
• Strong analytical skills with experience in performance reporting and business intelligence tools.
• Excellent leadership, coaching, and communication abilities.

Key Competencies:

• Customer-centric mindset with passion for delivering service excellence.
• Strategic thinker with ability to translate business priorities into actionable plans.
• Inspiring leadership style that motivates, develops, and retains talent.
• Strong problem-solving, decision-making, and conflict resolution skills.
• Adaptability to fast-paced, high-pressure environments.
• Continuous improvement and innovation orientation.