SUPERVISOR ONLINE AND SUPPORT CENTRE

• Grade 12/NQF Level 4, Diploma in Customer Services /business management NQF Level 6
• 4 years experience in a multi-channel call centre/customer care environment
• 2 -3 years supervisory experience in a multi-channel call centre
• Experience is doing calculations, reports and spreadsheets and staff rosters
• Sound working knowledge and understanding of the 4Racing products, Telebet Policies and Procedures
• Sound working knowledge of all the Standard Operating Procedures applicable to the Customer Care and Banking environment
• Exceptional leadership and management skills to inspire and motivate team members
• Demonstrated experience in team management and mentoring
• Outstanding customer service skills
• Excellent listening and analytical problem-solving skills
• Collaborative working style
• Effective decision-making skills
• Tech-Savvy Optimizer, ability to adopt tools and automation that support service quality and efficiency while serving customer needs
• Ability to attend to finite detail whilst executing outputs to ensure the quality-of-service delivery
• Drive collaboration with team members and cultivate a knowledge-sharing mentality to create a high-performing company culture that leads to better resul
• Advanced business communication and organisational skills enabling verbal and written communication at all levels
• Ability to use interpersonal skills to inspire /guide individuals towards goal achievemen
• Self-motivated and work well under pressure
• Strong ethics, integrity, reliability and credibility
• Ability to meet deadlines
• Proficient Computer literacy on company systems and MS Office, advanced Excel

• Provide excellent Customer service and identify opportunities for continuous improvement by ensuring that:
• Customers are treated in a friendly and helpful manner
• Customer complaints and queries are promptly resolved and feedback given to customers
• Logging, monitoring and escalation of complaints/queries are correctly and promptly actioned
• Timeous and correct allocation of deposits and actioning of withdrawals
• Manage and monitor daily reconciliation and balancing
• Ensure prompt authorisation of withdrawals, competition winners, recons and adhoc promotional adjustments
• Monitor correct, efficient and professional service when taking of bets according to departmental procedures in order to ensure good customer service required
• Serve as the primary escalation point for concerns, leading with empathy to deliver thoughtful, innovative and resolution focused solutions

• Optimize call centre operations efficiently
• Ensure telephones, headsets and betting terminals are in working order at all times. Ensure all equipment is used and tested regularly.
• Ensure all technology is functional e.g. systems, telephone lines, etc.
• Ensure that anything dysfunctional is promptly and correctly reported to service desk/Line manager/s and followed up until resolved.
• Submission of stationery, refreshment and cleaning material orders and the management thereof
• Safeguard and ensure proper utilisation of company assets
• Ensure all Standard Operating Procedures (SOP) are adhered to

• Supervise and monitor expenses and provide feedback on out of lines
• Minimize costs by monitoring telephone usage/costs, copy and printing costs, stationery, refreshment & cleaning material costs

• Ensure that turnover targets/last year actuals are shared with all staff to drive turnover
• Ensure daily stats are shared with staff
• Produce daily reports for SLA and Turnover to analyse and identify areas of improvement.
• Oversee and manage Rostering all staff

• Ensure the adherence to all relevant laws, regulations, and company policies related to gambling and betting operations, FICA and POPIA Act

• Hire, Onboard, Train to ensure consistent performance and member experience
• Responsible for adequate staffing and coverage for the Telebet and OSC
• Lead both onboarding training and continuous uptraining efforts to ensure staff remain equipped with skills, tools and knowledge to deliver exceptional service
• Develop and monitor performance metrics and achieve departmental KPIs that align with company objectives
• Prepare performance appraisals
• Provide regular reporting to management on team performance and KPIs
• Conduct regular performance evaluations, coaching sessions and training programs to upskills operators
• Provide frequent one-on-ones for members to ensure consistent performance and appropriate performance management
• Supervise operators to ensure compliance and adherence to regulatory and organisational policies
• Collaborates initiatives and communicates with all cross functional teams
• Identify opportunities and training needs and implement effective solutions to enhance team efficiency, skills and knowledge
• Ensure consistency and quality, to solidify and continuously update knowledge base and all related internal trainings and tools
• Effectively coordinates all special events, employee wellness and engagement activities
• Perform any other special projects and all other duties assigned by leadership

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