Customer Service Manager: Voice at Hollywoodbets

You Bring:

• 2 – 3 Years Contact Centre Management Experience
• 2 – 3 Years Customer Service Experience.
• Knowledge of dialer systems

A Bonus to have:

• Diploma/Degree in Generic Management or related.

What You’ll do for the Brand:

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager and senior management team
• Ensure that resources are trained to effectively deal with account queries, audit queries and account updates by constantly evaluating co-dependencies between supporting 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 and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query
• Ensure queries are resolved timeously and at point of call where possible
• Creation and frequent review of departmental standard operating procedures including escalation processes
• 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 with Star Factory and utilize SME to achieve departmental training objectives
• Conduct weekly/monthly performance reviews with the Inbound and Digital team members 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:

• Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
• 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