Customer Service Manager: Deposits - Durban at Hollywoodbets

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.

You Bring:

• 3 – 5 years ‘management experience
• 2 – 3 years’ operations support

Advantageous

• Diploma/ Degree in Generic Management or
• 1 – 2 years ‘financial service experience.
• Sports betting experience

What You’ll Do For The Brand:

• Ensure the daily operations of the department run smoothly.
• Ensure that all automated deposit and communication systems are functioning fully.
• Ensure updating of the website is done to inform customers of down time where appropriate.
• Monitoring call volumes and call system to ensure the call centre is running smoothly at all times.
• Customer Service-Follow up with customer complaints.
• Monitor weekly and monthly performance of agents and ensure coaching takes place for agents that need improvement.
• Reporting of daily, weekly and monthly statistics.
• Staff rostering (monthly and weekly).
• Monitoring time sheets, absenteeism and signing off of monthly hours and overtime.
• Submit all necessary allowance and incentive documents to Payroll timeously.
• Ensure all leave is processed timeously on ESS in order for timesheets and salaries to be managed accordingly in Payroll.
• Sign off monthly invoices that pertain to the department.
• Work closely with audits in ensuring that all the necessary audit queries and shortages noted on the ‘Masterfile’ are received and returned/ Updated in a timely manner.
• Ensure all shortages are managed and AOD’s raised where necessary.
• Recruitment - ensuring that minimum headcounts are maintained and increase in customer queries are managed ahead of time.
• Continuously revise controls and checks for Cash withdrawals/ deposits credited.
• Training and development within the departments.
• Assist with the smooth implementation of new business development/ projects.
• Manage all bonuses throughout the year and the testing, switch on/ off thereof.
• Work closely with Payroll and HR to ensure that all new take-on and dismissals are actioned timeously.
• Perform monthly checks on the Deposit app and the Payment Gateway Portal’s to ensure that access is deleted for all terminated employees.
• Communication between Clients and VIP Client Liaison Manager/Officer.
• Leading and developing team.
• Any adhoc tasks

What you will bring to the team:

• Ability to work under pressure and in a fast – paces growing environment.
• Ability to manage data security and accessibility
• Strong business acumen
• Excellent presentation and reporting skills
• Excellent attention to detail
• Be highly accountable and trustworthy
• Strong planning and problem-solving skills
• Excellent time management and the ability to multi task
• Good customer service and communication skills
• Sound understanding of the various betting types and procedures
• Coaching and developmental