Contact Centre Manager (Transactional)

Details of the offer

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 Contact Centre Manager: Transactional to be based Umhlanga.
Do you think you have what it takes to be our newest Purple Star?The successful candidate will be responsible for the Deposits & Withdrawals departments and management of the functions therein.With Hollywoodbets You WillInnovate 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 Bring5 – 8 years of Operational/ Banking experience.5 years in a management role within a customer service/banking environment.Payments/Financial knowledge.MatricA Bonus To HaveDiploma/DegreeSports Betting ExperienceWhat You'll Do For The BrandRecruitment and disciplinary of Team MembersOversight of Team rostering.Monitoring time sheets, absenteeism and reviewing sign-off of Managers.Monitoring volumes and systems to ensure the operation is always running smoothly.Monitoring pending withdrawal volumes and ensuring the Team pays out all requests within SLA.Reporting of daily, weekly and monthly statistics.Leading on the ongoing relationship and management of online platformsTraining and development within the departments.Assist with the smooth implementation of new business development/ projects.Assist and control the automation of withdrawals and deposits.Find new and improved ways to make processes more efficient with Deposits & WithdrawalsWork closely with internal audits in ensuring that all the necessary audit queries are received and returned in a timely manner.Work closely with Payroll and HR to ensure that take-ons/ dismissals and salaries are processed timeously.Communication between Clients and VIP Client Liaison TeamCommunication with the various Banks/service providers.
Building relationships and identifying new products.Customer Service-Follow up with customer complaints.Being available always to assist/escalate issues and to provide prompt responses when required.Ensure effective succession planning and career pathing/development for TeamsEnsure audit recons and recoveries are always up to datePerform dip check on transactions processed to ensure accuracy and policies are being followed.Escalate down time with urgency and follow up with relevant parties until issues have been resolved.Ensure health checks are being followed daily by managers and team members.Ensure deadlines are being met.Identify risk factors in both transactional departments and ensure processes are put in place to mitigate the risk.Ensure SOPs are kept up to date and include important changes in policies and processes.Review stats of hourly/daily transactions to ensure Banks are always topped upReview queues hourly to ensure our teams are in line with our SLA.Understand process flows with our systems to troubleshoot when an issue arisesAny adhoc task.What You'll Bring To The TeamAbility to work under pressure and in a fast-paced growing environment.Ability to manage data security and accessibility.Open to travel from time to time.Ensure the quality outcome is achievedStrong business acumen.Excellent presentation and reporting skills.Excellent attention to detail.Be highly accountable and trustworthy.Strong planning and problem-solving skills.Excellent time management and the ability to multi-task.Good customer service and communication skills.Sound understanding of the various betting types and procedures.Coaching and developmentalSo, are you ready to level up, learn, and perform at your best?
Apply now!Please note that only applicants who meet the stipulated minimum requirements will be considered.
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Nominal Salary: To be agreed

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