Hollywoodbets | Customer Service Team Leader: Helpline X5

Hollywoodbets have exciting opportunities for Customer Service Team Leader: Helpline X5 to be based at our Umhlanga Office. The successful incumbent will be responsible for the daily management and reporting of the Helpline Department. Overseeing the Supervisors and consultants’ deliverables daily. Responsible for systems and process supervision, shift management, compliance, efficiency management and service excellence for these campaigns.

Minimum requirements:

• Willingness to do shift and weekend work.
• 1 year or more experience in a call centre environment
• Contact centre dialer system

Advantageous:

• Betting Knowledge

Responsibilities:

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager
• Ensure that resources are trained to effectively deal with account queries, betting queries and escalations to relevant departments.
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
• Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro-active in managing and highlighting potential concerns.
• Ensure that the Hollywood brand and image is promoted through excellent customer service
• Identify root causes of customer queries and look at ways and initiatives to reduce specific customer queries where appropriate, based on the nature of the query
• Ensure queries are resolved timeously and at point of call where possible
• Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls
• Identify ways in which to increase motivation and team work and to foster a positive work environment
• Review training needs continuously whilst working closely with the department SME to drive the training initiatives
• Conduct monthly performance reviews with the Helpline consultants and Supervisors and ensure that performance reviews are documented and supplied to your manager
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required

Other

• Work closely with other iBranch functions such as mobile department, internet betting, BSC, Deposits and Withdrawal and FICA, in order to understand the dependencies that exist between departments.
• Any other ad hoc duties that might be required

Skills and competencies:

• Must be quality focused and results driven
• Strong leadership skills
• Excellent communication and interpersonal skills
• Understanding different types of betting
• Understanding of internet betting platform and mobile betting platform
• Must have a strong sense of customer focus
• Betting knowledge

Please note that only candidates who meet the stipulated minimum requirements will be considered.