Customer Care Team Leader

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 amazing opportunities for X 2 Team Leaders within our Contact Centre. Do you think you have what it takes to be our newest Purple Star?

This role will be responsible for supervising daily operations within the team, ensuring that agents meet performance targets such as call quality, response time, and customer satisfaction. They provide coaching, training, and continuous feedback to enhance service delivery while managing schedules to maintain adequate coverage. The role involves handling escalated customer queries, monitoring compliance with company policies, and preparing regular performance reports for management. Additionally, the Team Leader motivates and engages staff, identifies process improvement opportunities, and acts as a communication link between the team and senior management to ensure smooth operations and excellent customer experience.

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:

• Communication skills
• Customer Service 
• 6 Months as a Subject Matter Expert or leadership experience

A bonus to have:

• Betting knowledge (Advantageous)

What You'll do for the Brand:

• Drive the operational agenda by providing daily direction and communication to teams, ensuring daily, weekly, and monthly targets are met.
• Maintain service levels, key performance indicators (KPI's), and performance standards across Customer Care operations.
• Monitor teams through call listening, live/historical chat tracking, and verification of valid transfers.
• Set and communicate clear targets; use data to monitor and measure team performance.
• Provide feedback, coaching, training, and development to enhance productivity and quality standards.
• Conduct regular performance management with team members and ensure documentation is supplied to management.
• Prompt query resolution, with a focus on first-time resolution.
• Address escalations effectively and ensure proper resolutions for complex cases.
• Promote excellent written and verbal communication standards in customer interactions.
• Foster a high-quality, positive work environment that motivates and engages team members.
• Identify and address training needs, collaborating with support teams to drive initiatives.
• Inspire teamwork and empower team members to maximize efficiency and productivity.
• Develop and implement new or improve existing business processes and policies for enhanced service delivery.
• Analyse root causes of customer queries and implement initiatives to reduce recurring issues.
• Communicate accurate performance metrics to the department manager and provide regular updates on operational progress.
• Prepare and present reports, including resource management, trend analysis, and feedback on department performance.
• Work closely with internal departments such as Marketing, Quality Assurance, and Mobile to ensure seamless operations.
• Ensure optimal staffing through accurate rostering aligned with business requirements.
• Oversee the implementation of team rosters and manage resource allocation effectively.
• Identify, develop, and onboard new talent to enhance the team's capabilities.
• Uphold high ethical standards and maintain confidentiality in handling sensitive information.
• Hollywood brand and image are consistently promoted through excellent service delivery.
• Attend to ad-hoc functions as required due to operational requirements. 

What You'll Bring to the Team:

• Good communication and interpersonal skills
• Demonstrate good presentation skills.
• Excellent attention to detail skills.
• Demonstrate the ability to facilitate workshops on a professional manner.
• Demonstrate the high energy, enthusiasm and motivation in execution of work.
• Follows through and delivers results despite obstacles.
• Demonstrate and exceptional level of customer service and quality standard.
• Good coaching skills
• Excellent Administration skills.

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

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.