Customer Care Team Leader at Hollywoodbets Durban

Are You Our Next Purple Star? Hollywoodbets Is Looking for a Customer Care Team Leader! 💜

Do you have a passion for providing exceptional customer service and a talent for leading and inspiring a team? Are you ready to take on a key leadership role in a dynamic and fast-paced industry? If so, we have an incredible opportunity for you! Hollywoodbets, one of South Africa’s biggest success stories, is searching for a dedicated Customer Care Team Leader to join our team in Umhlanga.

At Hollywoodbets, we’re not just a brand; we’re a “Purple Team” on a mission to reach for the stars. We believe in innovation, collaboration, and a culture that supports your career growth. If you’re ready to level up and perform at your best, this is the place to be.

What Makes This Role Unique?

As a Team Leader, you’ll be at the heart of our Customer Care operations, responsible for ensuring that our team provides an outstanding customer experience every time. You’ll be the leader who guides, motivates, and develops your team members, ensuring we consistently meet and exceed our performance targets.

In this role, you will:

• Drive Operational Excellence: Provide daily direction and communication to your team, ensuring they meet their daily, weekly, and monthly targets. You’ll maintain high service levels and key performance indicators (KPIs) through monitoring and data analysis.
• Coach and Develop: Offer continuous feedback, coaching, and training to your team members to enhance their productivity and quality standards. You’ll conduct regular performance reviews and help your team grow.
• Resolve and Escalate: Provide prompt solutions for customer queries, focusing on first-time resolution. You’ll also handle escalated cases, ensuring complex issues are addressed effectively.
• Foster a Positive Culture: Motivate and engage your team, inspiring a collaborative work environment that maximizes efficiency and productivity.
• Strategize and Report: Identify and implement process improvements, analyze the root causes of customer queries, and prepare detailed performance reports for management.

Are You the Right Fit?

We’re looking for a skilled professional with at least 6 months of experience in a contact center and a strong background in customer service. A degree or diploma in a related field and betting knowledge are a plus!

You’ll also bring to the team:

• Exceptional Communication Skills: You excel at both written and verbal communication.
• A Quality Focus: You are committed to maintaining high standards in every aspect of your work.
• Strong Leadership Abilities: You have a talent for coaching, developing, and inspiring a team.
• Great Administrative Skills: You are organized, detail-oriented, and have strong reporting abilities.
• Resilience: You can thrive under pressure and consistently meet deadlines.

If you’re ready to lead a team to success and make a lasting impact on a leading brand, apply now and become our newest Purple Star!