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Customer Service Team Leader:Hollywoodbets

Customer Service Team Leader:Hollywoodbets

Job Description

  • Hollywoodbets has an exciting opportunity available for X1 Customer Service Team Leader (Digital) to be based at Umhlanga, Durban.
  • The position 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.

Duties and Responsibilities

  • Leadership of the Digital Team and offer support and coaching to the Team Members.
  • Check on QA levels and results on live chat, email and social and ensure KPI’s are adhered to.
  • Implement business strategy on Digital platform.
  • Implement of team rosters according to the business requirements.
  • Continuous improvement planning for the Department.
  • Identify 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.

Requirements

  • Experience in a call Centre environment.
  • Experience in Digital/Online Customer Service.
  • Written Communication skills.


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