Location: Rwanda, Kigali

Reporting to: Group COO

Scope: 12+ operating countries across Africa | Sportsbook & iGaming

ServTech Rwanda is looking for an experienced and strategic Contact Centre Manager to lead the design, build, and scale of a world-class centralized contact centre across multiple African markets.
This role is responsible for driving contact centre strategy, technology, performance, cost efficiency, and customer experience across all customer touchpoints, including voice, chat, WhatsApp, email, and social channels.
You will lead the transition toward AI-enabled, automation-driven customer operations and act as the single point of accountability for performance, innovation, and scalability as the business expands across 12+ countries.

Key Responsibilities

1. Contact Centre Strategy & Leadership

   • Define and own the group-wide contact centre strategy, aligned with business growth, cost optimization, and customer experience objectives.

   • Transition decentralized / country-based support models into a high-performance centralized or hybrid model.

   • Establish short-, medium-, and long-term roadmaps covering people, process, technology, and AI adoption.

   • Act as a strategic advisor to Executive Leadership on customer operations, scalability, and CX transformation.
     

2. Technology, AI & Digital Transformation

   • Own the contact centre technology stack, including:

     • CCaaS platforms

     • CRM & Back-Office integrations

     • AI chatbots & voice bots

     • Workforce management (WFM)

     • QA, call recording, analytics & sentiment tools
       

   • Lead AI adoption and execution, including:

     • AI-driven inbound & outbound calling

     • Chat automation and self-service

     • Intelligent routing and personalization

     • Predictive analytics and churn prevention
       

   • Partner with IT, Product, and external vendors to ensure stable APIs, system uptime, and seamless integrations.

   • Continuously evaluate and implement emerging contact centre and AI technologies relevant to iGaming.
     

3. Operational Excellence & Performance Management

   • Define and manage global KPIs, including:

     • Service levels (SLAs)

     • AHT, FCR, CSAT, NPS

     • Cost per contact

     • Conversion, retention, and revenue impact
       

   • Drive continuous improvement initiatives to improve efficiency while protecting customer experience.

   • Implement standardized SOPs, QA frameworks, and escalation models across all markets.

   • Ensure 24/7 operational coverage aligned with market needs and peak betting periods.
     

4. People, Structure & Capability Building

   • Design the optimal organizational structure for centralized operations.

   • Recruit, lead, and develop team leaders, QA managers, WFM specialists, and AI/automation resources.

   • Build a performance-driven culture with clear accountability, coaching, and progression paths.

   • Implement training frameworks focused on:

     • iGaming product knowledge

     • Responsible Gaming

     • Regulatory compliance

     • Customer empathy & problem resolution
       

5. Multi-Market & Regulatory Alignment

   • Ensure contact centre operations comply with local regulatory, licensing, and responsible gaming requirements across all operating countries.

   • Work closely with Compliance, Legal, and Risk teams to embed governance into customer interactions.

   • Adapt customer support models to local realities (connectivity, language, etc.).
     

6. Cost Management & Commercial Impact

   • Own the contact centre budget, including staffing, technology, and vendor costs.

   • Deliver measurable cost efficiencies through centralization, automation, and AI.

   • Quantify and report on the commercial impact of customer operations, including retention, reactivation, and lifetime value uplift.

Required Experience & Profile

Experience

• 5+ years in contact centre leadership, with at least 5 years in a senior or group-level role.

• Proven experience managing multi-country or regional contact centre operations.

• Strong background in iGaming, fintech, telco, payments, or high-transaction digital environments (iGaming strongly preferred).

• Hands-on experience implementing or scaling AI-enabled contact centre solutions.

• Demonstrated success in centralization, transformation, or turnaround initiatives.

Technical & Functional Expertise

• Deep understanding of:

  • CCaaS platforms

  • CRM ecosystems

  • AI & automation in customer service

  • Workforce management & forecasting
    

• Strong analytical capability with comfort using dashboards, performance data, and financial models.

• Ability to translate technology into operational and commercial outcomes.

Leadership & Personal Attributes

• Strategic thinker with strong execution discipline.

• Comfortable operating in fast-growth, high-complexity environments.

• Influential communicator, able to engage at executive and operational levels.

• Calm under pressure, especially during peak betting events and incidents.

• Passionate about customer experience, innovation, and scale.

• Fluent in English (French is an advantage)

Key Stakeholders

• Group Executive Team

• Marketing

• Country Managers

• Product & Technology Teams

• Compliance & Risk

• External Technology & AI Vendors