Team Leader x2

1 month ago

Durban, South Africa Hollywoodbets Full time

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for X2 Team Leaders to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for the daily management of the customer service Digital Team and ensuring that customer care SOP is always followed through on and maintained. Ensuring Departmental KPI’s are achieved against set prescribed targets

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

So, are you ready to level up, learn, and perform at your best? Apply now

Please note that only applicants who meet the stipulated minimum requirements will be considered.

#J-18808-Ljbffr

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