Customer Service Manager: Withdrawals at Hollywoodbets

You Bring:

• 2 – 3 Years Management Experience
• 2 – 3 Years Operational Support
• 2 – 3 Years Financial Services/Banking Experience.

A Bonus to have:

• Diploma/Degree in Generic Management or related.
• Finance/ banking qualifications.

What You’ll do for the Brand:

• 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.
• 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 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.
• Leading and developing Team
• Any adhoc tasks.