Team Leader x2 at Hollywoodbets

With Hollywoodbets You Will:

• Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
• Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
• Grow with our development plans and culture that allows you to further your career.

You Bring:

• 1-year experience as a Team Leader in a contact centre environment
• Experience gained must be on digital/customer service campaigns

A Bonus to have:

• Diploma/Degree in Customer Service or related field.

What You’ll do for the Brand:

• Leadership of the Digital Team, and offering support and coaching to the Team Members
• Checking on QA levels and results on live chat, email and social and ensure KPI’s are adhered to
• Implementation of business strategy on Digital platform
• Implementation of team rosters according to the business requirements
• Continuous improvement planning for the Department
• Identifying training requirements for Team Members within the Department
• Ensure compliance with company policy and ensure that all internal control procedures are followed.
• Report on deviations to procedures and corrective actions.
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches
• Ensure that team members display excellent written communication skills
• Ensure the department is always optimally staffed (Accurate Rostering of the department)
• 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 company 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 (first time resolution)
• Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls
• Identify ways in which to increase motivation and teamwork and to foster a positive work environment
• Review training needs continuously
• Conduct performance review with the team members
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required
• Monthly feedback meeting reporting, trend reporting, resource management reporting etc.
• Work closely with other departments, such as mobile, Outbound, – Quality Assurance and Marketing to understand the dependencies that exist between departments, if any.
• This is a position of trust and high ethical standards are expected within this role
• Any other ad hoc duties that might be required

What You’ll Bring to the Team:

• Quality focus
• Excellent planning and organizational skills
• Exceptional administration skills
• Customer service and service excellence
• Good communication skills
• Attention to detail
• Good problem-solving skills
• High level of accountability