Customer Care Team Leader (Mozambique) at Hollywoodbets

• We have an amazing opportunity for a Customer Care Team Leader (Mozambique) to be based in Umhlanga, Durban. Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible to oversee and manage the customer care team to ensure operational excellence, exceptional customer service, and alignment with business objectives. This role focuses on driving team performance through clear direction, coaching, and motivation while maintaining compliance with company policies. The role involves process optimization, strategic planning, and effective communication with stakeholders to enhance overall service delivery.

With Hollywoodbets You Will:  

• Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
•  Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
•  Grow with our development plans and culture that allows you to further your career.

Your Bring:

• Communication Skills – Verbal and Written (English and Portuguese).
• Customer Service Experience.

Bonus To Have: 

• Betting Knowledge.
• 6 – Months Contact Centre 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.
• Strict adherence to company policies, procedures, and regulatory requirements to maintain compliance in all customer interactions.
• 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.
• 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.

What You’ll Bring To The Team:

• Excellent Listening skills.
• Excellent communication skills (verbal and written). 
• Ensure that the quality outcome is achieved.
• Excellent Administration and accuracy of information.
• Excellent Reporting Skills.
• Understanding of Betting types and online platforms.
• Excellent coaching skills