Team Leader X5 at Hollywoodbets

We have an amazing opportunity for a Team Leader Position. Do you think you have what it takes to be our newest Purple Star?

The purpose of this role is to ensure the day-to-day management of a team, in a manner that is in line with excellent service delivery. Coaches the team to ensure quality of delivery meets the appropriate standard. Communicates information in a timely, accurate and understood manner to all team members. Ensure that all Business policies and procedures are observed.

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:

• Customer Service.
• Minimum 1 year call center experience in a team leader role.
• Excellent Interpersonal and leadership skills.
• Experience working with demanding targets and tight deadlines.
• Results-driven approach to problem-solving.
• Self-motivated, tactful, creative and strategic thinker.

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

What You’ll Bring To The Team:

• Managing and prioritizing activities and ensure monitoring of results to accomplish a specific goal.
• Excellent Administration skills.
• 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