Customer Care Team Leader — Coach, Optimize & Grow

Winning Form; Durban; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Betting knowledge

Job summary

Hollywoodbets in Umhlanga, Kwa-Zulu Natal, is seeking a Customer Care Team Leader to supervise daily operations, coach agents, and ensure targets for call quality, response time and customer satisfaction are met.

You will lead scheduling, monitor KPIs, provide feedback and development, handle escalations, and work with Marketing, Quality Assurance and Mobile teams to deliver excellent service and a positive, high‑performance culture.

Qualifications

• Customer Service experience.
• 6-Months subject matter expert or leadership experience.

Responsibilities

• Drive the operational agenda by providing daily direction and communication to teams, ensuring daily, weekly, and monthly targets are met.
• Maintain service levels, KPI s, and performance standards across Customer Care operations.
• Monitor teams through call listening, live/historical chat tracking, and verification of valid transfers.
• Set and communicate clear targets; use data to monitor and measure team performance.
• Provide feedback, coaching, training, and development to enhance productivity and quality standards.
• Conduct regular performance management with team members and ensure documentation is supplied to management.
• Prompt query resolution, with a focus on first-time resolution.
• Address escalations effectively and ensure proper resolutions for complex cases.
• Promote excellent written and verbal communication standards in customer interactions.
• Foster a high-quality, positive work environment that motivates and engages team members.
• Identify training needs, collaborating with support teams to drive initiatives.
• Inspire teamwork and empower team members to maximize efficiency and productivity.
• Develop and implement new or improve existing business processes and policies for enhanced service delivery.
• Analyse root causes of customer queries and implement initiatives to reduce recurring issues.
• Communicate accurate performance metrics to the department manager and provide regular updates on operational progress.
• Prepare and present reports, including resource management, trend analysis, and feedback on department performance.
• Work closely with internal departments such as Marketing, Quality Assurance, and Mobile to ensure seamless operations.
• Ensure optimal staffing through accurate rostering aligned with business requirements.
• Oversee the implementation of team rosters and manage resource allocation effectively.
• Identify, develop, and onboard new talent to enhance the team’s capabilities.
• Uphold high ethical standards and maintain confidentiality in handling sensitive information.
• Hollywood brand and image are consistently promoted through excellent service delivery.
• Attend to ad‑hoc functions as required due to operational requirements.

Skills

Customer Service

Leadership

Job description

Hollywoodbets in Umhlanga, Kwa-Zulu Natal, is seeking a Customer Care Team Leader to supervise daily operations, coach agents, and ensure targets for call quality, response time and customer satisfaction are met.

You will lead scheduling, monitor KPIs, provide feedback and development, handle escalations, and work with Marketing, Quality Assurance and Mobile teams to deliver excellent service and a positive, high‑performance culture.