Team Leader Withdrawals Hollywoodbets Durban, KwaZulu-Natal

  • Full Time
  • Durban, KwaZulu-Natal, South Africa


Team Leader Withdrawals
Durban, KwaZulu-Natal
Closing Date 18 April 2024
Job Details
Vacancy Logo
Business Unit
Other Roles
Minimum experience
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. 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 an amazing opportunity for a Withdrawals Team Leader. Do you think you have what it takes to be our newest Purple Star?
The successful incumbent will be responsible for the provision of a smooth betting experience to account holders by providing betting information, addressing account enquiries, placing of bets, bet cancellations and lodging of customer complaints.
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 supervisory or management role.
Willingness to work shifts.
Customer Service.
Minimum 1-year call center experience in a team leader role.
Experience working with demanding targets and tight deadlines.
A bonus to have:
Related Diploma/Degree.
Experience in a finance role
Experience in customer service preferable in a Finance department
Own transport
What You’ll Do For The Brand:
Ensure pending withdrawals requests, the withdrawals app and relevant communication channels are kept up to date
Attend to Team Leader queries via email and relevant internal channel groups.
Ensure daily task allocation is updated and sent out prior to the start of shift.
Escalate system issues to the relevant teams/departments.
Assist in managing/investigating high-volumes in withdrawal requests.
Assist in managing/investigating high-volumes in withdrawal requests.Manage/ Leader of staff members within the department.
Handle customer queries and escalations when needed.
Daily reports to be sent to the Managers on days activity, highlighting performance against set KPI’s and any challenges or complaints received.
Balance payments for the day.
Action corrections to customer accounts where duplications/overpayments arise and ensure the customer is notified.
Drive the operational agenda by providing daily direction and communication to teams to ensure that daily and weekly targets are met.
Provide appropriate direction and dispute resolution for workplace problems.
Maintain service levels, key performance indicators and performance management.
Communicate & report accurate performance metrics to the respective department manager.
Always promote ‘Best Practice’.
Undertake required administration.
Monitoring of Teams through call listening and verifying of valid transfers.
Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards.
Respond appropriately to discipline issues and maintain behavior.
Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrity.
Promote excellent performance by leading the team and supervising the daily operations of the department & clearly set & communicate targets and use data to monitor & measure the team’s performance
Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency & productivity
Develop, implement new or improve existing business policies/processes to improve the services offered
Ensure clarity around priorities and goals based on the organization’s objectives.
Identify, develop, and hire new & existing talent
Investigate and handle escalated, complex cases to ensure proper resolution
Communicate with the upper management & deal with difficult stakeholders
Handling escalations from the customer.
Analysis of first-time contact resolution targets & supports teams in achieving targets.
Any other ad hoc duties that might be required
What You’ll Bring To The Team:
Good communication skills (verbal and written).
Excellent planning, organizational and time management skills.
Focus driven whilst demonstrating exceptional attention to detail.
Must have a strong sense of accountability.
Strong numerical literacy and financial acumen.
Telephone etiquette and customer service excellence.
Managing and prioritizing activities and ensure monitoring of results to accomplish a specific goal.
Excellent Administration skills.
Excellent Interpersonal and leadership skills.
Results-driven approach to problem-solving.
Self-motivated, tactful, creative and strategic thinker.
Able to follow process in order to ensure high quality output
Able to Account for and verify reporting figures /statistics. Review/ analyses reporting statistics and figures to identify trends and make relevant recommendations.
Understands the different betting types.
Demonstrates a good understanding of betting procedures and understands the mobile betting application and functionality.
Understands the internet betting platform (website and functionality)
Excellent Coaching skills
Please note that only candidates who meet the stipulated minimum requirements will be considered.
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Team Leader Withdrawals
Durban, KwaZulu-Natal
Closing Date 18 April 2024

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