Contact Centre System Analyst

Johannesburg, Gauteng
Permanent
Full-time

30 days ago

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Job title: Contact Centre System AnalystDepartment: Contact CentreReporting to: Customer Service ManagerWho we areWe’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 Osiris Trading 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.Who we’re looking forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Osiris, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.Why we need youWe’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.This will help us excel at delivering the best customer experience to stay ahead of the game.What you’ll be doingAs part of your role, your responsibilities will include:Participate in design of contact monitoring formats and quality standards to ensure Customer Engagement Monitoring and Insights

Monitor customer engagement and analyze volume drivers to identify pain points, providing actionable insights for improvement to the Customer Service Solutions Manager (CSSM) and Customer Management (CM) team.
Collaborate with the, 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 that can be implemented to enhance customer experience, in the sport and casino sectors.
Implement and monitor active listening / tagging / reporting tools in Social Media (SM) and Social Media Customer Care (SMCC) and CXM environments to understand and improve customer needs.

Library and Social-Bot Administration

Conduct a comprehensive review of the Sprout Library to ensure all content remains relevant for assisting customers, while ensuring consistency through collaboration with QA and coaching teams.
Oversee the mapping of the library for efficient access by all agents, while continuously assessing bot capabilities to reduce volume and address trending customer queries through effective bot building and maintenance.

Livechat AI-Chatbot Design and Implementation

Requirement Gathering and Analysis: Collaborate with stakeholders to align customer service goals with chatbot functionality, analysing existing processes for optimization.
Design and Development: Create and update conversation flows to ensure seamless user interactions, focusing on chatbot architecture enhancements.
User Experience (UX) Design: Develop an intuitive user interface, conduct usability testing, and implement feedback for continuous UX improvement.
Testing and Quality Assurance: Rigorous testing to identify bugs, employ A/B testing for optimization, and validate performance and usability metrics.
Monitoring & Reporting: Establish monitoring tools to track interactions, analyze user data for improvement opportunities, and report findings to stakeholders.
Training and Optimization: Regular updates to the chatbot’s knowledge base, algorithm optimization based on user interactions, and implement feedback loops for ongoing accuracy.
Documentation: Maintain comprehensive documentation of the chatbot’s architecture, features, and guidelines, along with customer-facing FAQs.
Ongoing Support and Maintenance: Provide user support for any technical issues, fix bugs, and engage users for feedback to enhance chatbot capabilities.
Stakeholder Communication: Update relevant stakeholders on progress and challenges and conduct training for customer service representatives on effective chatbot utilization.
Trend Analysis and Adaptation: Stay informed about AI and chatbot advancements, adapting capabilities to meet evolving customer needs and industry standards.

Digital Presence and 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, while remaining abreast of digital technology trends to identify tools that can improve communication and implementation processes.
Assist the CCM in compiling insights for reporting to senior management and participate in ad hoc tasks related to the social media ecosystem.

Liaison and Coaching Support

Serve as an information hub for coaches, providing insights from review analyses to enhance agent coaching practices.
Deliver educational content, including engaging text, images, and 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 tableThe necessary skills that we require for this role include:

Minimum 4 years’ experience in the customer service environment;
Minimum 1-3 year experience in system development with a focus on process improvement
Bachelors degree or equivalent in Administration, Information technology or related field
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 situation.

Desirable skills you’ve got up your sleeveIt 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
Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

Our values are non-negotiablesOur 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 backWe offer a great variety of personal and professional benefits to help you thrive at Osiris 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.

Be part of that Superclass feelingAt Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 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!*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.*Shortlisted candidates may need to complete an assessment.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.The perfect place to work, play and grow!

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