Sportsbook Operations Manager

UnifyCX is looking for an extraordinary Sports book Operations Manager to join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!

As an Operations Manager, you will own the performance of the Sports book program end to end, leading Team Leads and Associates who support customers through email. You will be the client’s day-to-day partner: the person who knows the numbers, understands what is driving them, and turns that into action.

This role is as analytical as it is operational. You will dig into performance data and real customer interactions to find the root causes behind results, build a coaching culture through your Team Leads, and bring the client insights that improve the customer experience - not just reports.

• Own program results across quality, first-touch resolution, handle time, productivity, and adherence, measured against the client’s targets.
• Analyze performance at the team, Associate, and contact-type level to find what is driving results, and act on it.
• Lead the program’s launch and ramp, getting new Associates to full proficiency as quickly as possible.
• Implement action plans when performance falls short, and track whether they work.

• Serve as the primary point of contact for the client’s Customer Experience team.
• Lead regular performance reviews (weekly business reviews) that highlight results, identify root causes, and outline the actions UnifyCX is taking to close performance gaps and drive improvement.
• Share insights from customer interactions - recurring pain points and process issues - that help the client improve its products and processes.
• Raise risks and issues early and transparently.

• Lead, develop, and hold Team Leads accountable for coaching Associates effectively.
• Measure whether coaching and training are improving performance, and adjust what isn’t working.
• Partner with Training and Quality to close knowledge gaps and keep the team current on products, promotions, and policies.

• Manage staffing, scheduling, and workflow distribution to meet demand, including the spikes around major sporting events.
• Partner with Workforce Management on forecasting and capacity planning for a 24/7/365 US business.

• Ensure compliance with company policies, client requirements, and applicable US gaming regulations.
• Monitor and enforce quality standards and lead calibration with the client’s quality team.
• Address compliance or quality issues promptly and prevent repeats.

• Identify opportunities to improve efficiency and the customer experience, and implement changes.
• Maintain and update standard operating procedures as products and policies evolve.

Ideal candidates for this position are strategic, analytical, and highly operational leaders with strong client-facing communication skills. We are seeking an individual who can build a strong coaching culture, translate complex performance data into actionable insights, and serve as a true partner to our client.

• Minimum of 5 years of operations management experience in the BPO industry or a related field.
• Proven experience managing team leads and driving measurable improvement in performance and quality.
• Strong analytical skills: comfortable working with performance data, finding root causes, and turning them into action.
• Excellent client-facing, written, and verbal communication skills, including presenting findings to senior stakeholders.
• Strong critical-thinking and problem-solving skills, and the ability to make sound decisions under pressure.
• A genuine interest in sports and a…