Contact Centre Manager

3 semanas atrás

Natal, Rio Grande do Norte, Brasil Hollywoodbets Tempo inteiro
About the Role

We are seeking a highly skilled and experienced Contact Centre Manager to join our team at Hollywoodbets. As a key member of our Purple Team, you will be responsible for leading the Deposits & Withdrawals departments and ensuring the smooth operation of our customer service functions.

Key Responsibilities
  • Recruitment and disciplinary actions for Team Members
  • Oversight of Team rostering and 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 Service Level Agreements (SLAs)
  • Reporting of daily, weekly, and monthly statistics
  • Leading on the ongoing relationship and management of online platforms
  • Training and development within the departments
  • Assisting with the smooth implementation of new business development projects
  • Assisting and controlling the automation of withdrawals and deposits
  • Finding new and improved ways to make processes more efficient with Deposits & Withdrawals
  • Working closely with internal audits to ensure that all necessary audit queries are received and returned in a timely manner
  • Working closely with Payroll and HR to ensure that take-ons/dismissals and salaries are processed timeously
  • Communication between Clients and VIP Client Liaison Team
  • Communication with the various Banks/service providers, building relationships and identifying new products
  • Customer Service - following up with customer complaints
  • Being available to assist/escalate issues and provide prompt responses when required
  • Ensuring effective succession planning and career pathing/development for Teams
  • Ensuring audit recons and recoveries are always up to date
  • Performing dip checks on transactions processed to ensure accuracy and policies are being followed
  • Escalating downtime with urgency and following up with relevant parties until issues have been resolved
  • Ensuring health checks are being followed daily by managers and team members
  • Ensuring deadlines are being met
  • Identifying risk factors in both transactional departments and ensuring processes are put in place to mitigate the risk
  • Ensuring SOPs are kept up to date and include important changes in policies and processes
  • Reviewing stats of hourly/daily transactions to ensure Banks are always topped up
  • Reviewing queues hourly to ensure our teams are in line with our SLA
  • Understanding process flows with our systems to troubleshoot when an issue arises
  • Performing any ad-hoc tasks
Requirements
  • 5-8 years of Operational/Banking experience
  • 5 years in a management role within a customer service/banking environment
  • Payments/Financial knowledge
  • Matric
  • A bonus to have: Diploma/Degree, Sports Betting Experience
What You'll Bring to the Team
  • Ability 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 achieved
  • Strong 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 developmental skills

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