Contact Centre System Analyst

Who we’re looking for

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

Our journey at Betway Africa started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology. 

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

You will play a key role in optimizing customer engagement and digital service delivery within our contact centre environment. This includes monitoring interactions, designing, implementing and enhancing AI-driven solutions, and collaborating across teams to enhance customer experience.

What you’ll be doing

As part of your role, your responsibilities will include:

Customer Engagement Monitoring & Insights

• Participate in designing contact monitoring formats and quality standards to ensure effective Customer Engagement Monitoring and Insights.
• Monitor customer engagement and analyze volume drivers to identify pain points, providing actionable insights to the Customer Service Solutions Manager (CSSM) and Customer Management (CM) team.
• Collaborate with CSSM, CM team, and support personnel to identify Voice of the Customer (VOC) and Voice of the Internal Customer (VOIC) initiatives, offering insights and recommendations to enhance customer experience in the sports and casino sectors.
• Implement and monitor active listening, tagging, and reporting tools across social media (SM), Social Media Customer Care (SMCC), and CXM environments to understand and improve customer needs.

Live Chat AI-Chatbot Design & Implementation

• Requirement Gathering & Analysis: Collaborate with stakeholders to align chatbot functionality with customer service goals, analysing existing processes for optimization.
• Design & Development: Create and update conversation flows and knowledgebase articles to ensure seamless user interactions, focusing on chatbot architecture and functionality enhancements.

Digital Presence & Development Coordination

• Collaborate with the Customer Care Manager (CCM), CSSM, and Floor Managers to ensure brand consistency across CXM, CS, Social Support, and Social Media Marketing (SMM) initiatives.
• Stay abreast of digital technology trends to identify tools that improve communication and implementation processes.
• Assist the CCM in compiling insights for senior management reporting and participate in ad hoc tasks related to the social media ecosystem.

Liaison & Coaching Support

• Serve as an information hub for coaches, providing insights from review analyses to enhance agent coaching practices.
• Deliver educational content (text, images, videos) related to volume drivers for internal and external social media communication to boost brand awareness and positive customer sentiment.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Demonstrated understanding and expertise in developing and deploying self-service automation solutions, including but not limited to chatbots and voice-bots.
• Knowledge of how to design and implement adequate security measures within a project to protect sensitive / confidential information.
• Exceptional verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
• Experience collaborating within cross-functional teams, to achieve shared operational and business objectives.
• Strong capability in managing multiple projects concurrently, consistently delivering on time and within scope.
• Meticulous attention to detail, ensuring accuracy and high-quality outcomes in all deliverables.
• Ability to adapt swiftly to evolving environments and shifting priorities while maintaining performance and effectiveness.

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Customer care/service experience, in a high-volume, omni-channel environment.
• Understanding of sports betting, including proficiency on various betting types, and emerging market trends.
• Hands-on experience within the online gaming or casino sector, coupled with knowledge of customer behaviour and industry regulations.
• Proven ability to design and implement effective customer retention strategies that drive engagement and loyalty.

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 as they allow 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 Betway Africa 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 Meals
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Income Continuation Benefit
• Referral Bonus
• Medical Aid & Provident Fund Contribution
• Free Sleep Coaching
• On-site Barista

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.