Contact Centre Manager (iGaming)

TL;DR

Contact Centre Manager (iGaming): Designing, building, and scaling a world-class centralized contact centre across multiple African markets with an accent on driving strategy, technology adoption (including AI), performance, and cost efficiency. Focus on transitioning to AI-enabled, automation-driven operations and ensuring customer experience and scalability across diverse regulatory environments.

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, aligning it with business growth, cost optimization, and customer experience objectives.
• Lead the adoption and execution of AI technologies for inbound/outbound calling, chat automation, and intelligent routing.
• Manage global KPIs, drive continuous improvement initiatives, and implement standardized SOPs and QA frameworks.
• Design the optimal organizational structure, recruit and develop team leaders and specialists, fostering a performance-driven culture.
• Ensure contact centre operations comply with local regulatory, licensing, and responsible gaming requirements across all operating countries.
• Own the contact centre budget and deliver 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, managing multi-country or regional 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.
• Fluent in English (C1 level).

Nice to have

• French language proficiency is an advantage.

Culture & Benefits

• Opportunity to act as a strategic advisor to Executive Leadership on customer operations, scalability, and CX transformation.
• Work in a fast-growth, high-complexity environment.
• Build a performance-driven culture with clear accountability, coaching, and progression paths.
• Passion for customer experience, innovation, and scale.