Customer Service Manager: Deposits 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:

•   2 – 3 Years Management Experience
•   2 – 3 Years Operational Support

A Bonus to have:

•   Diploma/Degree in Generic Management or related.
•   RE or FAIS qualifications.
•   1- 2 Years Financial Services 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 always running smoothly
•   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 monthly hours and overtime.
•   Submit all necessary allowance and incentive documents to Payroll timeously.
•   Ensure all leave is processed timeously on ESS 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’ll Bring to the Team:

•   Ability to work under pressure and in a fast-paced growing environment.
•   Ability to manage data security and accessibility.
•   Open to travel from time to time.
•   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.