Team Leader Deposits - Durban at Hollywoodbets

You Bring:

• Customer Service.
• Minimum 1-year call center experience in a team leader role.
• 1 years’ experience in a fast – paced customer support environment
• Experience working with demanding targets and tight deadlines.

A Bonus To Have:

• Diploma/Degree.

What You’ll Do For The Brand:

• Drive the operational agenda by providing daily direction and communication to teams to ensure that daily and weekly targets are met.
• Provide appropriate direction and dispute resolution for workplace problems.
• Maintain service levels, key performance indicators and performance management.
• Communicate & report accurate performance metrics to the respective department manager.
• Always promote ‘Best Practice’.
• Undertake required administration.
• Monitoring of Teams through call listening and verifying of valid transfers.
• Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards.
• Respond appropriately to discipline issues and maintain behavior.
• Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrity.
• Promote excellent performance by leading the team and supervising the daily operations of the department & clearly set & communicate targets and use data to monitor & measure the team’s performance
• Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency & productivity
• Develop, implement new or improve existing business policies/processes to improve the services offered
• Ensure clarity around priorities and goals based on the organization's objectives.
• Identify, develop, and hire new & exitsing talent
• Investigate and handle escalated, complex cases to ensure proper resolution
• Communicate with the upper management & deal with difficult stakeholders
• Handling escalations from the customer.
• Analysis of first-time contact resolution targets & supports teams in achieving targets.
• Any other ad hoc duties that might be required