Hollywoodbets Is Recruiting: Withdrawals Team Leader X2 – Durban

Closing Date :12 April 2023

Job Description

Hollywoodbets has an exciting opportunity available for a Withdrawals Team Leader to be based at our Umhlanga Office in Durban. This position is responsible for supervising the Withdrawals/ Treasury team and ensuring that the core function of withdrawals, customer queries and reporting are actioned timeously. To ensure the day-to-day management of a team, in a manner that is in line with excellent service delivery. Coaches the team to ensure quality of delivery meets the appropriate standard. Communicates information in a timely, accurate and understood manner to all team members. Ensure that all Business policies and procedures are observed.

Minimum Requirements:

Experience in a supervisory or management role.

Willingness to work shifts.Customer Service.Minimum 1 year call center experience in a team leader role.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.


Related Diploma/Degree.

Experience in a finance roleExperience in customer service preferable in a Finance departmentOwn transport


Ensure pending withdrawals requests, the withdrawals app and relevant communication channels are kept up to date

Attend to Team Leader queries via email and relevant internal channel groups.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.Assist in managing/investigating high-volumes in withdrawal requests.Manage/ Leader of staff members within the department.

Handle customer queries and escalations when needed.

Daily reports to be sent to the Managers on days activity, highlighting performance against set KPI’s and any challenges or complaints received.Balance payments for the day.Action corrections to customer accounts where duplications/overpayments arise and ensure the customer is notified.Drive the operational agenda by providing daily direction and communication to teams to ensure that daily and weekly targets are met.

Provide appropriate direction and dispute resolution for workplace problems.Maintain service levels, key performance indicators and performance management.Communicate & report accurate performance metrics to the respective department manager.Always promote ‘Best Practice’.Undertake required administration.Monitoring of Teams through call listening and verifying of valid transfers.Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards.

Respond appropriately to discipline issues and maintain behavior.
Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrity.
Promote excellent performance by leading the team and supervising the daily operations of the department & clearly set & communicate targets and use data to monitor & measure the team’s performance

Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency & productivity

Develop, implement new or improve existing business policies/processes to improve the services offeredEnsure clarity around priorities and goals based on the organization’s objectives.Identify, develop, and hire new & existing talent

Investigate and handle escalated, complex cases to ensure proper resolution
Communicate with the upper management & deal with difficult stakeholders
Handling escalations from the customer.
Analysis of first-time contact resolution targets & supports teams in achieving targets.
Any other ad hoc duties that might be required

Skills and Competencies:

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.
Telephone etiquette and customer service excellence.
Managing and prioritizing activities and ensure monitoring of results to accomplish a specific goal.
Excellent Administration skills.
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

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