Customer Service Manager: Withdrawals

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africas biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And thats 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 lets reach for the stars.

We have an amazing opportunity for a Customer Service Manager-Withdrawals to be based in the Umhlanga within the Contact Centre Department. 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

• 2 3 Years Management Experience
• 2 3 Years Operational Support
• 2 3 Years Financial Services/Banking Experience.

A Bonus To Have

• Diploma/Degree in Generic Management or related.
• Finance/ banking qualifications.

What Youll Do For The Brand

• Ensure the daily operations of the departments run smoothly.
• Ensure that all withdrawals and communications are functioning fully.
• Ensure any banking downtime is managed efficiently and escalated where appropriate.
• Customer Service-Follow up with customer complaints.
• Monitor daily, weekly and monthly performance of agents and ensure coaching takes place for agents that need improvement.
• Reporting of daily, weekly and monthly statistics.
• Monthly Competitor Analysis to be completed.
• Track volumes and continuously project growth in assistance for recruitment of new staff etc.
• Monthly Staff rostering.
• Monitoring time sheets and absenteeism.
• Ensure all Leave is processed timeously.
• Signing off timesheets and overtime monthly.
• Submit all necessary allowance and incentive documents to Payroll timeously.
• Work closely with Payroll and HR to ensure that all new take-ons and dismissals are actioned timeously.
• Perform monthly checks on the Withdrawals app and the Payment Gateway Portals to ensure that access is deleted for all terminated employees.
• Communication between Clients and VIP Client Liaison Manager/Officer.
• Ensure all leave is processed timeously on ESS for timesheets and salaries to be managed accordingly in Payroll.
• Ensure updating of the website is done to inform customers of down time where appropriate
• Ensure all Queries/Shortages are managed efficiently and actioned timeously.
• Recruitment - ensuring that optimum headcounts are maintained.
• Continuously revise controls and checks for EFT withdrawals.
• Manage all Training and development within the departments.
• Assist with the smooth implementation of new business development/ projects.
• Assist with salary sign off where needed.
• Leading and developing Team
• Any adhoc tasks.

What Youll Bring To The Team

• Ability to work under pressure and in a fast-paced growing environment.
• Ability to manage data security and accessibility.
• Open to travel from time to time.
• Strong business acumen.
• Excellent presentation and reporting skills.
• Excellent attention to detail.
• Be highly accountable.
• Strong planning and problem-solving skills.
• Excellent time management
• Good customer service and communication skills.
• Sound understanding of the various betting types and procedures.

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.