Customer Service Manager: Withdrawals at Hollywoodbets

Job Description

Hollywoodbets has an exciting opportunity for a Customer Service Manager: Withdrawals to be based at our Team Support Office, Durban, Umhlanga. The Customer Service Manager: Withdrawals will be responsible for all EFT withdrawals and management of the Withdrawals and Treasury departments.

Minimum requirements:

• Operations experience in a contact center in a medium to large teams,
• Valid Driver’s License

Advantageous:

• Experience in a Finance or Operations role
• A relevant Degree or Diploma

Responsibilities:

• Ensure the daily operations of the departments run smoothly.
• Ensure that all withdrawals and communications are functioning fully
• Ensure any banking downtime is managed efficiently and escalated where appropriate
• Customer Service-Follow up with customer complaints.
• Monitor daily, weekly and monthly performance of agents and ensure coaching takes place for agents that need improvement.
• Reporting of daily, weekly and monthly statistics.
• Driving performance to ensure KPI’s, service levels and deliverables are being achieved.
• Ensuring all Team Members are being developed to improve performance and department efficiencies.
• Ensure all operating rhythms are being followed and adhered to across all levels.
• Monthly Competitor Analysis to be completed.
• Track volumes and continuously project growth in assistance for recruitment of new staff etc.
• Monthly Staff rostering.
• Monitoring time sheets and absenteeism.
• Ensure all Leave is processed timeously.
• Signing off timesheets and overtime monthly.
• Submit all necessary allowance and incentive documents to Payroll timeously.
• Work closely with Payroll and HR to ensure that all new take-ons and dismissals are actioned timeously.
• Perform monthly checks on the Withdrawals 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.
• Ensure all leave is processed timeously on ESS in order for timesheets and salaries to be managed accordingly in Payroll.
• Ensure updating of the website is done to inform customers of down time where appropriate
• Ensure all Queries/Shortages are managed efficiently and actioned timeously.
• Recruitment - ensuring that optimum headcounts are maintained.
• Continuously revise controls and checks for EFT withdrawals.
• Manage all Training and development within the departments.
• Assist with the smooth implementation of new business development/ projects.
• Assist with salary sign off where needed.
• Any ad hoc tasks.

Skills and competencies:

• Good report writing skills. (Verbal and written).
• Ensure quality outcome is achieved.
• Demonstrate impressive planning, and administration skills.
• Demonstrate a good understanding of various betting.