Contact Centre Manager

2 weeks ago

Sandton, South Africa Tych Business Solutions Full time

**Job ID**: 67296**Date Posted**: Posted 17 hours ago**Location**: Sandton**Job Title**: CONTACT CENTRE MANAGER (DEPOSITS & PAYMENTS) - SANDTON - GAUTENG

**Job Function**:
Responsible for the Deposits & Withdrawals departments and management of the functions therein.
- Recruitment and disciplinary of Team Members
- Oversight of Team rostering.
- Monitoring time sheets, absenteeism and reviewing sign-off of Managers.
- Monitoring volumes and systems to ensure the operation is running smoothly at all times.
- Monitoring pending withdrawal volumes and ensuring the Team pays out all requests within SLA.
- Reporting of daily, weekly and monthly statistics.
- Leading on the ongoing relationship and management of online platforms
- Training and development within the departments.
- Assist with the smooth implementation of new business development/ projects.
- Assist and control the automation of withdrawals.
- Find new and improved ways to make processes more efficient with Deposits & Withdrawals
- Work closely with internal audits in ensuring that all the necessary audit queries are received and returned in a timely manner.
- Work closely with Payroll and HR to ensure that take-ons/ dismissals and salaries are processed timeously.
- Communication between Clients and VIP Client Liaison Team
- Communication with the various Banks/service providers. Building relationships and identifying new products.
- Customer Service-Follow up with customer complaints.
- Being available at all times to assist/escalate issues and to provide prompt responses when required.
- Ensure effective succession planning and career pathing/development for Teams
- Ensure audit recons and recoveries are up to date at all times
- Any adhoc tasks.

**Qualifications**
Type (HR use only) Description Essential (Yes/No)
Matric Yes
3 to 5 years contact centre/operations experience Yes
5+ years in a leadership/management role Yes
Valid Driver’s License Yes

**Experience**
Type (HR use only) Description Essential (Yes/No)
Customer Service Yes
Call Centre Yes
Payments/ Finance No

**Competencies**:
**Type (HR use only) Competency name Description**
Quality Focus:
Ensure the quality outcome is achieved. Take caution in preparing the details relevant to the process. Follow process in order to ensure high quality output.

Planning:
Establishing a clear course of action. Involving others as appropriate. Managing and prioritising activities and ensure monitoring of results to accomplish a specific goal.

Administration:
Execute a variety of functions within a business administrative environment. Plan and organise administrative functions proactively. Collect information and ensure accuracy of information.

Reporting:
Collate and report on information. Account for and verify reporting figures /statistics. Review/ analyse reporting statistics and figures in order to identify trends and make relevant recommendations.

Betting types:
Understands the different betting types

Betting procedures:
Demonstrates a good understanding of betting procedures

Mobile betting:
Internet betting:
Understands the internet betting platform (website and functionality)

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