Outbound Customer Service Team Lead – Betway Premium

Johannesburg, Gauteng
Permanent
Full-time

30 days ago

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Job title: Outbound Customer Service Team Lead – Betway PremiumDepartment: Betway PremiumReporting to: ManagerWho we areWe’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.Our journey started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology.Who we’re looking forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. Every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.Why we need youWe’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.The Team Lead will be responsible for working with the Manager, as well as the Training and Quality Assurance teams, ensuring that the requirements of each shift are met. This role focuses on establishing a constructive relationship with both internal and external clients, helping us excel at delivering the best customer experience and staying ahead of the game.What you’ll be doingAs part of your role, your responsibilities will include:The role of the Team Lead is to assist the Manager in creating a 360-degree service environment for our Premium customers, ensuring that we offer world-class service and quality via all Outbound Platforms.Team Lead responsibility:

Direct Line Management of the Betway Premium Outbound Relationship Managers:

Responsible for the day-to-day management of all Relationship Managers in your team, including shift schedules, attendance, etc.
Attend to the growth and development needs of your team.
Actively manage performance.
Ensure disciplinary matters are escalated and attended to within your team.
Ensure that the team’s absences are logged and overtime submissions are processed.

Coaching:

Assist the Manager in ensuring that the team provides world-class customer experience to all customers within our Outbound environments.
Identify and acknowledge deficiencies found with Relationship Managers contacts from escalated queries and trends picked up.
Conduct coaching with respective Relationship Managers in line with Quality Management processes, followed by formalized tracking forms to measure improvements.

Alert/Monitoring/Supervisory Function:

Monitor Relationship Managers' availability and occupancy in line with overall targets and performance requirements.

Development Focus:

Collaborate with the Manager in the setup, implementation, and management of Outbound channels and customer experience strategies.
Stay up-to-date with digital technology trends to assist the Manager in identifying technology that can further improve our overall service offering.
Offer an active platform to all Relationship Managers to communicate any issues and/or complaints that may affect our service offering or the business as a whole.
Actively listen to customer feedback, understand potential pain points, and ensure these pain points are addressed in the Voice of the Customer Steering Committee.
Provide insights for inclusion in all relevant reporting to senior management.
Identify skills development and succession opportunities for all Relationship Managers.
Productivity Management:

Monitor and handle all internal query escalations via CRM.
Ensure that all Relationship Managers on shift are meeting the desired targets and proactively work with Relationship Managers on shift not meeting the per hour interactions requirements.
Assist with live escalated queries from Relationship Managers via email or MS Teams platform.

Service Recovery:

Identify trends, product issues, and process gaps that may negatively impact a customer’s experience.
Provide insights to management to formulate standard operating procedures to drive continuous CX improvements.
Conduct coaching and interact with the Relationship Managers to address shortfalls that will improve a customer’s overall experience.

Essential skills you’ll bring to the tableThe necessary skills that we require for this role include:

Minimum of 3-5 years’ experience in a Customer Service, Contact Centre or Outbound Sales role.
A degree (BCom or equivalent) is essential.
Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively.
Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals.
Strong sales ability.
Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope.
Proficient in campaign management and achieving targets.
Exceptional attention to detail, ensuring high standards of quality in all outputs.
Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations.
Experience in developing and executing customer retention strategies.
Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint).
Ability to use pivot tables and work with advanced statistical databases and methods.
Operating hours are on a shift basis from 7am to 6pm Monday to Friday and afterhours work maybe required including weekends.

Desirable skills you’ve got up your sleeveIt would be great if you also have some of the following skills:

In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
Previous experience in the online gaming industry, with a strong understanding of player behaviour and industry regulations
Familiarity with gambling regulations and compliance requirements, ensuring adherence to legal standards
Experience in developing and executing customer retention strategies
Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

Our values are non-negotiablesOur culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.These competencies are:

Adaptability
Ownership and accountability
Initiating action
Resilience
Team orientation
Integrity
Innovation

What you’ll get backWe offer a great variety of personal and professional benefits to help you thrive at Betway Africa and Super Group. This includes:

We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

Be part of that Superclass feelingAt Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.Game on!*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.*Shortlisted candidates may need to complete an assessment.This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.Should you not hear from us within 2 weeks, please deem your application as unsuccessful.The perfect place to work, play and grow!

Betway Africa

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