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 Customer Service Manager – Voice. Do you think you have what it takes to be our newest Purple Star?

The Customer Service Manager will be responsible for the leadership and daily reporting of Customer Services (Voice) Portfolio. Responsible to lead, support and be responsible for systems and process management, resource management, shift management, compliance, efficiency management and service excellence. This will include leading and supporting the performance of the voice team.

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:

• Minimum of 1-year leadership experience in a management position in similar fast paced working environment
• Minimum 2 years Call Centre experience
• Experience with supervising or managing a team of 50+
• Excellent interpersonal and leadership skills
• Experience working with demanding targets and tight deadlines
• Results-driven approach to problem-solving
• Self-motivated, tactful, creative and strategic thinker

A Bonus To Have:

• Diploma or Degree qualification in a related field

 

What You’ll Do For The Brand:

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager and senior management team
• Ensure the teams are trained to effectively deal with account queries, audit queries and account updates by constantly evaluating co-dependencies between supporting departments
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
• Review internal control procedures to ensure that controls are in place to manage teams accountability and to be pro-active in leading and highlighting potential concerns.
• Ensure that the Hollywood brand and image is promoted through excellent customer service
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query
• Ensure queries are resolved timeously and at point of call where possible
• Creation and frequent review of departmental standard operating procedures including escalation processes
• Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls
• Identify ways in which to increase motivation and team work and to foster a positive work environment
• Review training needs continuously with Star Factory and utilize SME to achieve departmental training objectives
• Conduct weekly/monthly performance reviews with the Inbound team members and ensure that performance reviews are documented and supplied to your manager
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required

Other

• Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
• Work closely with other iBranch functions such as mobile department, internet betting, BSC, Deposits and Withdrawal, in order to understand the dependencies that exist between departments.
• Any other ad hoc duties that might be required

What You’ll Bring To The Team:

• Attention to detail focusing on high quality output
• Demonstrate good analytical skills
• Strong sense of accountability
• Work under pressure and able to meet deadlines
• Must be able to plan effectively and efficiently in order to meet deadlines
• Ability to collate and verify information for reporting purposes
• Good understanding of the internet betting platform
• Strong leadership and coaching skills
• Excellent customer service skills

 

So, are you ready to level up, learn, and perform at your best? Apply now!

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.

Apply here