Withdrawals Team Leader X3
Hollywoodbets
Durban, KwaZulu-Natal
Permanent
Closing Date 15 November 2024
Job Details
Division: Hollywoodbets
Business Unit: Other Roles
Minimum experience: Associate
Company primary industry: Gambling and Casinos
Job functional area: Customer Service
Job Description
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. Join our Team and let’s reach for the stars.
We have amazing opportunities for X3 Withdrawals Team Leaders. Do you think you have what it takes to be our newest Purple Star?
The successful candidate will be responsible for all EFT withdrawals and management of the Withdrawals departments.
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:
- Experience in a finance role.
- 1 – 2 years in a supervisory or management role.
- Minimum of 1-year call center experience in a team leader role.
- Willingness to work shifts.
- Experience working with demanding targets and tight deadlines.
Advantageous:
- Related Diploma/Degree.
- Experience in customer service preferable in a Finance department.
- Own transport.
What You’ll Do For The Brand:
- Ensure the daily operations of the departments run smoothly.
- Follow up with customer complaints.
- Monitor daily, weekly and monthly performance of agents and ensure coaching takes place for agents that need improvement.
- Submit daily, weekly and monthly reporting statistics to management and ensure that the statistics meet KPI requirements.
- Oversight of Task Allocation.
- Ensure all AOD documentation is correct, signed, and updated accordingly.
- Work closely with audits to ensure that all necessary audit queries are received and returned in a timely manner.
- Identify root causes of customer and audit queries and look at ways to reduce specific queries.
- Ensure queries are resolved timeously and follow up until resolved.
- Ensure quality targets are achieved and interventions are implemented to increase Quality.
- Assist management with recruitment to ensure optimum headcount is maintained.
- Continuously revise controls and checks for withdrawals teams.
- Training and development within the departments.
- Identify ways to increase motivation in the team.
- Assist management with performance improvement plans.
- Ensure the team displays good customer service principles.
- Implement strategies to manage staff conduct and ensure poor performance procedures are followed.
- Work closely with other relevant departments to understand dependencies.
- Review internal control procedures to ensure staff accountability.
- Ensure the company brand and image is promoted through excellent customer service.
- Ensure pending withdrawals requests and relevant communication channels are kept up to date.
- Assist in managing/investigating high volumes in withdrawal requests.
- Handle customer queries and escalations when needed.
- This is a position of trust and high ethical standards are expected.
- Any adhoc tasks.
What You’ll Bring To The Team:
- Good communication skills (verbal and written).
- Excellent planning, organizational, and time management skills.
- Focus driven with exceptional attention to detail.
- Strong sense of accountability.
- Strong numerical literacy and financial acumen.
- Able to follow processes to ensure high-quality output.
- Able to account for and verify reporting figures/statistics.
- Understands different betting types and procedures.
- Demonstrates a good understanding of betting applications and functionality.
- Excellent coaching skills.
So, are you ready to level up, learn, and perform at your best? Apply now!
Please note that only team members who meet the stipulated minimum requirements will be considered.
Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.
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