Centralized Contact Centre Manager (iGaming)

TL;DR

Centralized Contact Centre Manager (iGaming): Leading the design, build, and scaling of a centralized contact centre across multiple African markets with an accent on driving strategy, technology adoption (including AI), and operational excellence. Focus on transforming decentralized models into a high-performance, automation-driven customer operation while ensuring cost efficiency and compliance.

Location: On-site in Kigali, Rwanda

Company

hirify.global is a leading omnichannel technology solutions provider to the Sportsbook & iGaming industry with a strong presence and focus on emerging markets.

What you will do

• Define and own the group-wide contact centre strategy, focusing on business growth, cost optimization, and customer experience objectives.
• Lead AI adoption and execution, owning the contact centre technology stack including CCaaS, CRM, and automation tools.
• Define and manage global KPIs, driving continuous improvement initiatives to enhance efficiency and customer experience.
• Design the optimal organizational structure, recruiting and developing team leaders and specialists for centralized operations.
• Ensure contact centre operations comply with local regulatory, licensing, and responsible gaming requirements across all operating countries.
• Own the contact centre budget, delivering measurable cost efficiencies through centralization, automation, and AI.

Requirements

• 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.
• Hands-on experience implementing or scaling AI-enabled contact centre solutions.
• Deep understanding of CCaaS platforms, CRM ecosystems, AI & automation in customer service, and Workforce Management (WFM).
• Fluent in English.

Nice to have

• French language proficiency is an advantage.