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  • Posted: Mar 31, 2022
    Deadline: Not specified
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  • Peermont Hotels, Casinos and Resorts is an award-winning hospitality and entertainment company which operates 12 properties located across South Africa and Botswana. Renowned for its excellence in design, development, management, ownership and operation of multi-faceted hospitality and gaming facilities, guests partake in fine dining, relaxing hotel stays, e...
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    Call Centre Team Leader

    Job Description

    • Updated SOP manual
    • Manage the Leave Planner – ensure it is accurate and updated regularly.
    • Review & investigate KABA Exceptions. Ensure KABA is up to date with daily staff changes.  Month end KABA reports.
    • Ensure the monthly roster is complete 1 week prior to month end.
    • Submit Capex Recommendations to HOD
    • Conduct performance appraisals
    • Supervising, training & guiding employees to perform their duties and taking corrective action, as needed.
    • Organise and direct the day-to-day activities and workflows.  Ensuring rosters are being followed
    • Answering Employee’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by employees.
    • Ensure employees understand their duties or delegated tasks.
    • Motivate employees to provide excellent service to guests.
    • Be observant and detail-oriented and possess an understanding of all unit offerings and services, and the issues employees are facing on the floor.
    • Leading monthly team meetings
    • All equipment is working accurately including the TV’s mounted on the wall logging the necessary jobs.
    • Take part in disciplinary hearings in terms of designated responsibilities.
    • Month end spreadsheets are completed by the final day of the month
    • Month end departmental telephone cost schedules are printed and sent to the relative departments to review.
    • Ensure all callouts are logged as per procedure with the correct reference number.
    • Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.  Assist management as they determine call center goals.
    • Monthly reports with insights and identifying trends.
    • Monitor incoming calls, emails and social media, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
    • Manage disputes showing understanding, respect, diplomacy in a professional manner
    • Troubleshoot significant customer service problems
    • Have a deep knowledge of all Peermont units.
    • Knowledge of management principles and familiarity with company products, services, and policies.
    • Maintain professional relationships with guests through ongoing excellent customer service
    • Build sustainable relationships and engage guests by going the extra mile
    • Maintains communication equipment by reporting problems.
    • Maintains and improves quality results by adhering to standards and guidelines,
    • recommending improved procedures.
    • Updates job knowledge by studying new product descriptions; participating in educational opportunities.
    • Anything which falls within the ambit of the Peermont Assist Call Centre and Central Reservations department but not listed above
    • Ensure daily Customer Care system is monitored and guest comments are addressed
    • Resolve complaints received and contact guests when required
    • Maintaining database (DinePlan, Mitel, OMNI, Opera, Sabre)

    Qualifications

    • Matric or similar
    • 3 years plus experience in Management of Call Centres
    • Computer Literacy
    • Telephone Etiquette
    • Excellent communication, interpersonal, and customer service skills including good speaking skills and good listening abilities.
    • Clear and Effective Communication
    • Patience & Positive Attitude
    • Comprehensive knowledge of all Peermont units and it’s properties and offerings.
    • Excellent communication to HOD

    go to method of application »

    Lead Technician

    Job Description

    • Ensure effective planning of the Slots Gaming area
    • Conduct gaming area inspections on a regular basis to ensure compliance and Slots games security
    • Determine optimum slots mix
    • Minimise EGM down-time and damage to equipment
    • Enforce all procedures, policies and gaming rules and regulations
    • Ensure the Technical department projects a professional image and maintains a high standard of customer service
    • Budget Management for the Technical Department
    • Control and co-ordinate shifts in order for the department to run effectively and efficiently
    • Manage all Human Resources related issues in the Technical Department

    Qualifications

    • National Certificate N6 (Electronic)/National Diploma (Electronic) or equivalent
    • Minimum of 5 years’ Slots Technical experience of which at least 2 years should be at supervisory/managerial level
    • Highly self-motivated person with excellent communication and writing skills
    • IR and Human Resources knowledge would be an advantage
    • Gaming System (i.e. Bally) knowledge an advantage
    • Required to work in a smoking environment.
    • Shift work is an operational requirement.

    Method of Application

    Use the link(s) below to apply on company website.

     

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