Team Leader Withdrawals - Durban at Hollywoodbets

You Bring:

• Experience in a supervisory or management role.
• Willingness to work shifts.
• Customer Service.
• Minimum 1-year call center experience in a team leader role.
• Experience working with demanding targets and tight deadlines.

A bonus to have:

• Related Diploma/Degree.
• Experience in a finance role
• Experience in customer service preferable in a Finance department
• Own transport

What You’ll Do For The Brand:

• Ensure pending withdrawals requests, the withdrawals app and relevant communication channels are kept up to date
• Attend to Team Leader queries via email and relevant internal channel groups.
• Ensure daily task allocation is updated and sent out prior to the start of shift.
• Escalate system issues to the relevant teams/departments.
• Assist in managing/investigating high-volumes in withdrawal requests.
• Assist in managing/investigating high-volumes in withdrawal requests.Manage/ Leader of staff members within the department.
• Handle customer queries and escalations when needed.
• Daily reports to be sent to the Managers on days activity, highlighting performance against set KPI’s and any challenges or complaints received.
• Balance payments for the day.
• Action corrections to customer accounts where duplications/overpayments arise and ensure the customer is notified.
• 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.
• Any other ad hoc duties that might be required

What You’ll Bring To The Team:

• Good communication skills (verbal and written).
• Excellent planning, organizational and time management skills.
• Focus driven whilst demonstrating exceptional attention to detail.
• Must have a strong sense of accountability.
• Strong numerical literacy and financial acumen.
• Telephone etiquette and customer service excellence.
• Managing and prioritizing activities and ensure monitoring of results to accomplish a specific goal.
• Excellent Administration skills.
• Excellent Interpersonal and leadership skills.
• Results-driven approach to problem-solving.
• Self-motivated, tactful, creative and strategic thinker.
• Able to follow process in order to ensure high quality output
• Able to Account for and verify reporting figures /statistics. Review/ analyses reporting statistics and figures to identify trends and make relevant recommendations.
• Understands the different betting types.
• Demonstrates a good understanding of betting procedures and understands the mobile betting application and functionality.
• Understands the internet betting platform (website and functionality)
• Excellent Coaching skills