Withdrawals Team Leader X3

Job Title: Withdrawals Team Leader X3
Company: Hollywoodbets
Location: Durban, KwaZulu-Natal

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 amazing opportunities for X3 Withdrawals Team Leaders. 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:

• Experience in a finance role.
• 1 – 2 years in a supervisory or management role.
• Minimum of 1-year call center experience in a team leader role.
• Willingness to work shifts.
• Experience working with demanding targets and tight deadlines.

Advantageous:

• Related Diploma/Degree.
• Experience in customer service preferable in a Finance department
• Own transport

What You’ll Do For The Brand:

• Ensure the daily operations of the departments run smoothly.
• 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.
• Submit daily, weekly and monthly reporting statistics to management and ensure that the statistics are meeting the KPI requirements.
• Oversight of Task Allocation.
• Ensure all AOD documentation is correct, signed and updated accordingly.
• Work closely with audits in ensuring that all the necessary audit queries are received and returned in a timely manner.
• 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 a point where possible as well as queries escalated to other departments. Ensure follow up until resolved.
• Ensure quality targets are achieved and interventions are implemented to increase Quality where there are shortfalls.
• Assist the manager with recruitment to ensure optimum headcount is maintained.
• Continuously revise controls and checks for withdrawals teams.
• Training and development within the departments, ensuring that training material is updated where necessary.
• Identify ways in which to increase motivation in the team to foster a positive work environment.
• Assist management with performance improvement plans and assist with coaching where appropriate
• 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.
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required.
• Work closely with other relevant departments in order to understand the dependencies that exist between departments, if any.
• Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be proactive in managing and highlighting potential concerns.
• Ensure that the company brand and image is promoted through excellent customer service.
• Ensure pending withdrawals requests, the withdrawals app and relevant communication channels are kept up to date.
• 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.
• Handle customer queries and escalations when needed.
• This is a position of trust and high ethical standards are expected within this role
• Any adhoc tasks

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.
• 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

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

Please note that only team members who meet the stipulated minimum requirements will be considered.

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

Closing Date 15 November 2024

Apply Now

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