Senior Team Leader Deposits x 2

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 x 2 Senior Team Leader Deposits be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for overseeing and managing the deposits team to ensure operational excellence, exceptional customer service, and alignment with business objectives. This role focuses on driving team performance through clear direction, coaching, and motivation while maintaining compliance with company policies. The role involves process optimization, strategic planning, and effective communication with stakeholders to enhance overall service delivery.

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

• 3 years management experience within a Contact Centre.

A Bonus To Have

• Degree/Diploma in related field.
• Administration management experience.
• Finance Management Experience

What Youll 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, have oversight of task allocations (completed and distributed before the start of shift), key performance indicators (KPIs), and performance standards within the Deposits department.
• Strict adherence to company policies, procedures, and regulatory requirements to maintain compliance in all customer interactions.
• Set and communicate clear targets; use data to monitor and measure team performance, ensuring that quality targets are achieved. Implementation of intervention measures to address any shortfalls.
• Provide feedback, coaching, training, and development to enhance productivity and quality standards. All training material to be updated accordingly.
• Conduct regular performance management with team members and ensure documentation is supplied to management.
• Prompt query resolution, with a focus on first-time resolution. Where the query requires involvement of other departments, follow through until resolved.
• Continuous monitoring of the applications and systems to identify any issues. Address escalations effectively and ensure proper resolutions for complex cases. Where there are customer complaints, ensure there are customer service follow-ups conducted.
• 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.
• All necessary AOD documents to be completed accurately and signed off, with record keeping and submission to the relevant departments.
• Work closely with audits in ensuring that all the necessary audit queries are received and returned in a timely manner.
• Recons are to be completed accurately on a daily basis.
• Assist the manager with recruitment to ensure optimum headcount is maintained.
• Continuously revise controls and checks for the deposits team.
• Ensure the team displayed good customer service principles in their dealing with customers and other internal team members/departments/branches and maintain turnaround times of the account queries within the departmental norms.
• Cohesion with other departments in the Contact Centre to have better understanding of the interdepartmental relationship that exists.
• Communication of issues to management across the Contact Centre when needed.
• Implement strategies to manage team conduct and ensure poor performance procedures / disciplinary processes are followed consistently where required.
• Review internal control procedures to ensure that controls are in place to manage team accountability and to be proactive in managing and highlighting potential concerns.
• Attend to ad-hoc functions as required due to operational requirements

What Youll Bring To The Team

• Customer Service Excellence.
• Keen sense of attention to detail
• Exceptional administration skills
• MS office and Excel
• Knowledge of betting types and platforms

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.