Customer Care Team Leader at Hollywoodbets

Responsibilities

• We have an amazing opportunity for a Customer Care Team Leader to be based in Umhlanga, Kwa-Zulu Natal. Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible for supervising daily operations within the team, ensuring that agents meet performance targets such as call quality, response time, and customer satisfaction.
• They provide coaching, training, and continuous feedback to enhance service delivery while managing schedules to maintain adequate coverage. The role involves handling escalated customer queries, monitoring compliance with company policies, and preparing regular performance reports for management.
• Additionally, the Team Leader motivates and engages staff, identifies process improvement opportunities, and acts as a communication link between the team and senior management to ensure smooth operations and excellent customer experience.

You Bring:

• Excellent communication skills 
• Customer Service experience

A Bonus To Have:

• Betting knowledge
• 6-Months subject matter expert or leadership experience

What You’ll Do For The Brand:

• Drive the operational agenda by providing daily direction and communication to teams, ensuring daily, weekly, and monthly targets are met.
• Maintain service levels, key performance indicators (KPI’s), and performance standards across Customer Care operations.
• Monitor teams through call listening, live/historical chat tracking, and verification of valid transfers.
• Set and communicate clear targets; use data to monitor and measure team performance.
• Provide feedback, coaching, training, and development to enhance productivity and quality standards.
• Conduct regular performance management with team members and ensure documentation is supplied to management.
• Prompt query resolution, with a focus on first-time resolution.
• Address escalations effectively and ensure proper resolutions for complex cases.
• Promote excellent written and verbal communication standards in customer interactions.
• Foster a high-quality, positive work environment that motivates and engages team members.
• Identify and address training needs, collaborating with support teams to drive initiatives.
• Inspire teamwork and empower team members to maximize efficiency and productivity.
• Develop and implement new or improve existing business processes and policies for enhanced service delivery.
• Analyse root causes of customer queries and implement initiatives to reduce recurring issues.
• Communicate accurate performance metrics to the department manager and provide regular updates on operational progress.
• Prepare and present reports, including resource management, trend analysis, and feedback on department performance.
• Work closely with internal departments such as Marketing, Quality Assurance, and Mobile to ensure seamless operations.
• Ensure optimal staffing through accurate rostering aligned with business requirements.
• Oversee the implementation of team rosters and manage resource allocation effectively.
• Identify, develop, and onboard new talent to enhance the team’s capabilities.
• Uphold high ethical standards and maintain confidentiality in handling sensitive information.
• Hollywood brand and image are consistently promoted through excellent service delivery.
• Attend to ad-hoc functions as required due to operational requirements. 

Apply Before 03/25/2026