Sunbet Contact Centre Team Leader - SCCTL0920
Code/Reference:
SCCTL0920
Applications accepted until:
2020-09-21
Number of Openings
1

Unit:

Head Office

Location:

Sandton - Central Office

Job Purpose

Responsible for the supervision of the Sunbet Contact Centre operating team and processes in serving the Sports betting customer base, including the monitoring, quality assurance and enhancement of performance standards of all operators with regards their demeanour, customer service, technical accuracy and conformity to company policies, standards and procedures, and in the way they interact with guests, with the aim of ensuring team targets are achieved.

Education

  • Grade 12
  • Call Centre Team leader diploma is an advantage

Experience:

  • Minimum 3 years as a call centre or telebet operator
  • Additional 2 years experience in a call centre team leader or supervisory role experience
  • Experience in a sports betting environment is an advantage

Skills and Knowledge

  • Written and verbal communication skills
  • Sports betting product knowledge
  • Company Processes
  • Telephone etiquette
  • Proficient Computer skills (MS Office)
  • Telebet operational knowledge
  • Call centre Quality Assurance principles
  • Coaching skills
  • Collecting Information (listening; asking questions)
  • Dealing with Customers
  • Problem-solving
  • Motivating
  • Appraising and developing staff
  • Deciding
  • Developing relationships at all levels
  • Implementing and co-ordinating resources
  • Attention to detail (on quality)
  • Emotional resilience
  • Staff supervision

Key Performance Areas:

  • Put in place staff scheduling and duty allocations to ensure coverage
  • Handle shift briefings / handovers / shift reports
  • Interact and be present during operational hours to understand and assist operators in resolving client requests, special requirements, recommendations, concerns, resolution of complaints, etc.
  • Supervise working areas and the functioning of equipment and systems and facilitate the resolution of any faults
  • Manage the control of stock and operating equipment as per SOP
  • Monitor customer care calls, query calls and e-mail responses
  • Participate in customer and client listening programs to identify customer needs and expectations
  • Consolidate observations and compile results, identifying any trends to the management team
  • Prepare and report on statistics for the month including calls, emails, standards, targets, agent time adherence, WFM reports.
  • Highlight areas of concern and collaborate with management to find a solution for improved excellence in service and performance standards
  • Research, develop, and maintain standard operating procedures and quality standards for the call centre including standards for:
    • How the call is answered
    • How well the operator engaged the customer
    • How well the operator used resources
    • Whether the customer issue was resolved
    • How the call was closed
  • Compile scripts to guide operators in their interaction with clients
  • Develop and implement a tracking approach / system to monitor call centre practice
  • Communicate and update the team on standards to be achieved
  • Be knowledgeable and competent on telebet call centre standard operating procedures and service standards
  • Conduct a skills needs analysis of employees within the team, to identify gaps and coaching needs
  • Conduct Employee training on subjects relating to call centre procedures, services and sports betting product knowledge
  • Co-ordinate and facilitate call calibration sessions for telebet operators
  • Provide feedback to team members on areas of development to improve conversions
  • Guide and coach employees within the operation to achieve successful performance
  • Provide recommendations to resource and remove obstacles to quality standards
  • Develop and implement recognition programmes for top performers
  • Co-ordinate and facilitate recognition award events
  • Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
  • Identification of employee training needs
  • Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the department
  • Supervise employee relations within the department, and facilitate disciplinary processes as required (to the level of charging officer)
  • Perform staff communication and motivation sessions
  • Conduct performance contracting, reviews and development
  • Assist in providing resources and removing obstacles to performance
  • Onboarding of new staff members
  • Ensures that guests are treated with courtesy and respect at all times
  • Interact with guests and provide professional service standards and solutions
  • Handle any escalated complaints, disputes and suggestions as required
  • Engage with customers and provide a customer experience that will support brand loyalty ensuring Sunbet as the brand of choice
  • Be present on the floor during service / promotions
  • Monitor customer feedback to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints; ensuring all customers receive a response and feedback
  • Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.