Umhlanga, KwaZulu-Natal | On-Site | Full-Time | Customer Service Leadership | Apply Before 25 March 2026

One of South Africa’s most celebrated and fastest-growing brands is looking for its next Purple Star leader. Hollywoodbets — the Durban-born powerhouse now operating across Africa and the United Kingdom — is recruiting a Customer Care Team Leader to be based at its Umhlanga, KwaZulu-Natal operations hub. This is a rare opportunity to step into a supervisory leadership role within one of South Africa’s most dynamic customer service environments and build a high-impact career in contact centre management, team leadership, and customer experience strategy.

🟣 Job ID: 1561 | Umhlanga, KwaZulu-Natal | On-Site | Full-Time | Apply Before 25 March 2026

Customer Care Team Leader Job Overview

Why This Customer Care Team Leader Role at Hollywoodbets Stands Out

Customer service leadership roles within high-growth South African brands represent some of the most career-defining opportunities available to experienced contact centre and customer service professionals. As a Customer Care Team Leader at Hollywoodbets Umhlanga, you will:

• Lead and develop a high-performance customer care team within one of South Africa’s most recognised consumer brands
• Operate at the intersection of people leadership, performance management, and customer experience strategy
• Access structured career development plans and a growth culture designed to advance ambitious leaders rapidly
• Build deep expertise in contact centre operations, KPI management, quality assurance, and workforce scheduling
• Work in a vibrant, fast-paced, and results-oriented environment that rewards initiative, coaching ability, and operational excellence
• Develop highly marketable skills in team leadership, data-driven performance reporting, root cause analysis, and cross-functional collaboration
• Be part of an authentic, goal-driven Purple Team at the forefront of South Africa’s sports betting and digital entertainment industry

If you are a customer service professional with leadership experience in the Durban and Umhlanga area ready to take ownership of a team and drive measurable results, this is your next career move.

What Does a Hollywoodbets Customer Care Team Leader Do?

A Customer Care Team Leader at Hollywoodbets is responsible for the end-to-end supervision, coaching, performance management, and operational delivery of a customer care team. This is a multifaceted leadership role that combines daily operational management with people development, data analysis, process improvement, and cross-departmental communication to ensure every customer interaction reflects the Hollywoodbets Purple standard of excellence.

Key Duties & Responsibilities

🎯 Operational Leadership & Daily Direction

• Drive the operational agenda by providing clear daily direction and communication to the customer care team
• Ensure daily, weekly, and monthly performance targets are consistently met across all customer care operations
• Maintain service levels, KPIs, and performance standards across all customer interaction channels
• Oversee the implementation of team rosters and manage resource allocation to ensure optimal staffing coverage at all times
• Ensure accurate rostering aligned with business requirements to maintain service continuity

📊 Performance Monitoring & Data-Driven Management

• Monitor team performance through call listening, live and historical chat tracking, and verification of valid transfers
• Set and communicate clear, measurable targets and use performance data to monitor, evaluate, and drive team results
• Analyse root causes of recurring customer queries and implement targeted initiatives to reduce repeat contacts
• Prepare and present regular performance reports including resource management analysis, trend reporting, and departmental feedback to the manager
• Communicate accurate performance metrics and operational progress updates to senior management consistently

👥 Coaching, Training & People Development

• Provide ongoing feedback, coaching, training, and professional development to team members to enhance productivity and service quality
• Conduct regular performance management sessions with individual team members and ensure all documentation is supplied to management
• Identify and address training needs within the team, collaborating with support departments to design and drive improvement initiatives
• Identify, develop, and onboard new talent to strengthen the team’s capabilities and bench strength
• Inspire teamwork, collaboration, and empowerment among team members to maximise efficiency and individual performance

🔁 Escalation Management & Query Resolution

• Handle escalated customer queries effectively and ensure proper, lasting resolutions for all complex cases
• Drive a first-time resolution culture across all customer interactions to reduce escalation rates and improve satisfaction scores
• Promote and uphold excellent written and verbal communication standards in all customer-facing interactions
• Act as the primary communication link between the customer care team and senior management to ensure smooth operational flow

🔧 Process Improvement & Service Delivery

• Develop and implement new or improved business processes and policies to enhance customer service delivery standards
• Work closely with internal departments including Marketing, Quality Assurance, and Mobile to ensure seamless cross-functional operations
• Foster a high-quality, positive, and motivating work environment that drives team engagement and retention
• Uphold the highest ethical standards and maintain strict confidentiality when handling sensitive customer and business information

🏆 Brand Representation & Culture Leadership

• Ensure the Hollywoodbets brand and Purple Team image are consistently promoted through exceptional service delivery at every customer touchpoint
• Model the Hollywoodbets values of innovation, authenticity, and excellence in every aspect of team leadership
• Attend and contribute to ad-hoc operational functions as required by business needs

Minimum Requirements – Customer Care Team Leader

Essential Skills & Experience

• Excellent verbal and written communication skills in English
• Demonstrated customer service experience in a contact centre, call centre, or customer-facing environment
• Strong people leadership and team supervision ability
• Proven ability to manage performance, conduct coaching sessions, and deliver feedback constructively
• Solid understanding of contact centre KPIs, service level metrics, and quality assurance principles
• Proficiency in data interpretation and performance reporting for management purposes
• Strong rostering, scheduling, and workforce management skills

Advantageous (Bonus to Have)

• Knowledge of sports betting, online betting platforms, and the South African betting industry
• Minimum 6 months of subject matter expert or leadership experience in a customer service or contact centre environment

Personal Attributes

• Natural leader and motivator with a genuine passion for developing people
• Results-driven and accountable for team performance outcomes
• Highly organised with strong planning and multitasking ability
• Professional, ethical, and committed to maintaining brand and service excellence at all times
• Adaptable and energised by working in a fast-paced, high-volume customer service environment

Career Growth at Hollywoodbets

A Customer Care Team Leader position at Hollywoodbets is a well-recognised stepping stone into a high-growth career in contact centre management, customer experience strategy, and operations leadership within one of Africa’s most ambitious entertainment brands. High-performing leaders can progress toward:

• Customer Care Team Leader → Senior Team Leader / Quality Assurance Specialist
• Senior Team Leader → Contact Centre Supervisor / Customer Experience Manager
• Customer Experience Manager → Head of Customer Care / Operations Manager
• Operations Manager → Director of Customer Experience / Chief Operations Officer

Hollywoodbets invests in its leaders through structured management development programmes, leadership coaching, contact centre operations training, and performance-based advancement pathways — giving every Purple Team leader the tools and support to grow into senior management.

Frequently Asked Questions – Customer Care Team Leader Jobs Umhlanga 2026

Where is this Customer Care Team Leader position based? This is a full-time, on-site position based at Umhlanga, Durban, KwaZulu-Natal. The role requires physical presence at the Hollywoodbets customer care operations hub.

What experience is required to apply? The minimum requirement is demonstrated customer service experience and excellent communication skills. Prior leadership or subject matter expert experience of at least 6 months is listed as advantageous.

Is betting industry knowledge required? Betting knowledge is listed as advantageous but not essential. Strong customer service leadership skills and contact centre experience are the primary requirements.

What KPIs will I be responsible for managing? You will be responsible for team performance across call quality scores, response times, first-time resolution rates, customer satisfaction metrics, and overall service level adherence.

Will I be required to prepare management reports? Yes. A core part of this role involves preparing and presenting performance reports covering resource management, trend analysis, and departmental performance updates for senior management.

What is the application deadline? Applications close on 25 March 2026 at 15:57. This deadline is extremely close — submit your application immediately.

What happens if I am not contacted after applying? If you have not been contacted within 30 days of submitting your application, kindly consider your application unsuccessful.

How to Apply – Customer Care Team Leader | Hollywoodbets Umhlanga

Ready to lead the Purple Team and take your customer service career to the next level?

🖥️ Apply Online:

Submit your application before 25 March 2026 at 15:57

⚡ The application deadline for this leadership position is critically close — 25 March 2026. Apply immediately to ensure your application is received and considered.

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