Team Leader x2

3 weeks ago

Durban, South Africa Hollywoodbets Full time
Job title : Team Leader x2 Job Location : KwaZulu-Natal, Durban Deadline : December 20, 2024 Quick Recommended Links
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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

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