Hollywoodbets have been revolutionising betting within South Africa since 1999 and we are currently making inroads further into Southern Africa. As a frontrunner in our industry we are always finding new ways to give our customers the best betting experience.
Our sports betting site features a large variety of events and markets to bet on, with expert bet...
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At least 1 year of similar experience in a fast-paced customer support environment
Experience working with demanding targets and tight deadlines
What You’ll Do For The Brand:
RESPONSIBILITIES:
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 & existing 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.
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