Fan Experience Team Lead

About Us:

Based in Cape Town, we're a bold, fast-paced team in the igaming space - creating digital

experiences that are slick, smart and seriously fun. We're building a team that's as forward-thinking and ambitious as our goals. We value excellence, agility and ownership - and we're creating an environment where smart ideas thrive, great work is recognised and collaboration drives us forward.

Job Description:

As a Fan Experience Team Lead, you will be the escalation point of our valued FANS, providing

expert assistance, resolving inquiries, and identifying trends which lead to product and process

enhancements. You'll be empowered to go the extra mile, ensuring every interaction leaves a

positive and lasting impression.

Responsibilities:

• Responsible for the day-to-day management in your team, including shift schedules, attendance, etc.
• Attend to the growth and development needs of your team.
• Actively manage performance.
• Ensure disciplinary matters are escalated and attended to within your team.
• Ensure that the team's absences are logged and overtime submissions are processed.
• Assist the Fan Experience Manager in ensuring that the team provides private banking customer experience to all customers.
• Identify and acknowledge deficiencies found with contacts from escalated queries and trends picked up.
• Conduct coaching with respective agents in line with Quality Management processes, followed by formalized tracking forms to measure improvements.
• Monitor agents' availability and occupancy in line with overall targets and performance requirements.
• Collaborate with the Fan Experience Manager in the setup, implementation and customer experience strategies.
• Offer an active platform to all agents to communicate any issues and/or complaints that may affect our service offering or the business.
• Actively listen to customer feedback, understand potential pain points, and ensure issues are addressed.
• Provide insights for inclusion in all relevant reporting to senior management.
• Identify skills development and succession opportunities for all agents.
• Monitor and handle all internal query escalations.
• Ensure that all agents on shift are meeting the desired targets and proactively work with agents on shift not meeting the per hour interactions requirements.
• Assist with live escalated queries from agents via email or MS Teams platform.
• Identify trends, product issues, and process gaps that may negatively impact a customer's experience.
• Conduct coaching and interact with the agents to address shortfalls that will improve a customer's overall experience.

Essential Criteria:

• Minimum of 5 years' experience in a Customer Service, Contact Centre or Outbound Sales role, at least 2 years in a leadership or management capacity.
• A degree is essential.
• Own reliable transport.
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively.
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals.
• Strong customer service approach.
• Proficient in team management and achieving targets.
• Exceptional attention to detail, ensuring high standards of quality in all outputs.
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations.
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project,
• PowerPoint).
• Ability to use pivot tables and work with advanced statistical databases and methods.
• Operating hours are on a flexible shift basis between 7am to 6pm Wednesday to Sunday.

Desirable Skills:

• In-depth knowledge of igaming markets, including odds calculations and market trends.
• Previous experience in the igaming industry, with a strong understanding of customer behaviour and industry regulations.
• Familiarity with igaming regulations and compliance requirements, ensuring adherence to legal standards.

Sportingbet SA is committed to transformation and as such employment consideration will be in accordance with the Employment Equity Act requirements. Only candidates meeting the minimum requirements will be contacted.