Customer Service Team Leader: Helpline - Umhlanga at Hollywoodbets

You Bring:

• 1 Year Contact Centre Management Experience
• Customer Service Experience
• Contact Centre Dialer System Knowledge
• Matric

A Bonus to have:

• Diploma/Degree
• Sports Betting Experience

What You’ll do for the Brand:

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager
• Ensure that resources are trained to effectively deal with account queries, betting queries and escalations to relevant 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 queries and look at ways and initiatives to reduce specific customer queries where appropriate, based on the nature of the query
• Ensure queries are resolved timeously and at point of call where possible
• 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 whilst working closely with the department SME to drive the training initiatives
• Conduct monthly performance reviews with the Helpline consultants and Supervisors 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

• 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