Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
Who we are
We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.
At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.
Who we’re looking for
We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, 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 you
We’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.
As a Workforce Planner (Rostering) you’ll be supporting the delivery of balancing service level objectives with employee availability, business needs, and compliance requirements, covering developing, maintaining, and optimising staff schedules to ensure efficient coverage of the contact centre operation. This will help us excel at providing a super class customer service to stay ahead of the game.
What you’ll be doing
As part of your role, your responsibilities will include:
Rostering & Scheduling
Create and maintain Customer Service Host and Team Manager rosters that align staffing levels with forecasted contact volumes across all channels (voice, chat, email).
Ensure rosters support 24/7 operational coverage, considering peak periods, promotional events, and regulatory obligations.
Adjust schedules in response to real-time performance data, absence trends, and business updates.
Manage shift swaps, leave requests, and other scheduling exceptions while maintaining adequate coverage.
Workforce Planning
Collaborate with the Forecasting team to align scheduling with volume projections and historical data.
Ensure shift patterns comply with labour laws, regulatory requirements, and internal policies.
Recommend improvements to shift structures, coverage models, and resource utilization.
Contribute to capacity planning to support business growth, seasonal trends, and product launches.
Reporting & Analysis
Produce and share regular reports on schedule adherence, shrinkage, and staffing gaps.
Monitor roster efficiency and provide recommendations to the Operations Manager.
Analyze the impact of rostering decisions on service levels and operational performance.
Stakeholder Engagement
Work closely with Team Managers, Real-Time Analysts, and HR to support workforce management processes.
Communicate clearly with Customer Service Hosts about schedules, changes, and expectations.
Support projects involving new tools, processes, or shifts in operational demand.
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 table
The necessary skills that we require for this role include:
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 situations
Strong analytical and problem-solving skills
High attention to detail and accuracy
Excellent organisational and time management skills
Proficient knowledge and experience in Workforce Management (WFM) systems such as Genesys, or equivalent
Knowledge of contact centre operations and metrics (AHT, service level, occupancy, etc.)
At least 2 years of experience in workforce planning, scheduling, or rostering within a contact centre environment
Familiarity with South African labour legislation and scheduling compliance standards
Intermediate to advance Microsoft Excel skills
Standard office hours with flexibility for operational support during weekends, evenings, or promotional events
Desirable skills you’ve got up your sleeve
It 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
Our values are non-negotiables
Our 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 back
We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource 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.
Free Daily Meals
Free Massages On-site
Free On-Site Gym
Group Life Cover
Funeral Fund Benefit
Financial Services Assistance
Curro School Fees Benefit
Income Continuation Benefit
Leadership Training
Referral Bonus
Medical Aid Subsidy
Free Sleep Coaching
On-site Barista
Retirement Annuity Subsidy
Work from home allowance
Team socials
Be part of that Superclass feeling.
At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 20 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!
