Transactional Team Leader x 5

Hollywoodbets; KwaZulu-Natal; On-site; ZAR 300 000 - 450 000; Full time

Job summary

Join a leading team as a Transactional Team Leader at a prominent South African brand. You will manage daily operations in the Deposits and Withdrawals departments, ensuring high standards of customer service and team performance. This role requires strong leadership and operational excellence, with opportunities for career growth in a vibrant industry.

Qualifications

• Experience in a leadership role within a Contact Centre.
• Strong communication and interpersonal skills.

Responsibilities

• Oversee daily operations of Withdrawals and Deposits departments.
• Monitor KPIs, ensuring compliance with company policies.
• Drive exceptional customer service principles.

Skills

Leadership

Communication

Attention to Detail

Education

Matric

Diploma/Degree in related field

Job description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have amazing opportunities for X5 Transactional Team Leaders. Do you think you have what it takes to be our newest Purple Star?

The successful candidates will be responsible for the daily operations of the Deposits or Withdrawals department, ensuring smooth and efficient processing while maintaining high standards of customer service. This individual will be responsible for team management, performance monitoring, quality control, and continuous improvement. The role requires strong leadership skills, a commitment to operational excellence, and the ability to foster a positive team environment. The Team Leader will also handle escalated issues, ensure adherence to policies and procedures, and work closely with various departments to meet business objectives.

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• Leadership role within a Contact Centre

A bonus to have:

• Matric
• Finance management
• Administration
• Diploma/Degree in related field

What You’ll do for the Brand:

• Oversee and ensure the smooth daily operations of the Withdrawals and Deposits departments.
• Maintain oversight of task allocation, ensuring tasks are distributed before each shift.
• Monitor and optimize key performance indicators (KPIs), including service levels and turnaround times.
• Conduct investigations for high volumes, providing feedback to management.
• Drive compliance with company policies, procedures, and regulatory requirements.
• Prompt resolution of customer queries, with a strong focus on first-time resolution.
• Investigate and address escalations efficiently, following up on queries requiring interdepartmental involvement.
• Promote high-quality written and verbal communication in customer interactions.
• Identify recurring customer and audit queries through root cause analysis, implementing strategies to reduce them.
• Monitor team performance, ensuring coaching and support for underperforming team members.
• Conduct regular performance reviews and supply necessary documentation to management.
• Provide continuous feedback, training, and development opportunities to enhance productivity, in addition to ensuring all training content is relevant and most updated.
• Collaborate with Quality Assurance (QA) to discuss departmental improvement areas and address individual performance gaps.
• Maintain a high-performance culture through motivation, engagement, and positive reinforcement.
• Strict adherence to all audit and compliance processes, working closely with internal audits.
• Maintain accurate and up-to-date Acknowledgment of Debt (AOD) documentation and submit records to relevant departments.
• Ensure all necessary audit queries are received, resolved, and returned in a timely manner.
• Conduct regular reviews of internal control procedures to proactively mitigate risks. Implement control measures for team accountability and operational risks.
• Submit accurate required reports on performance metrics and operational trends.
• Identify process inefficiencies and recommend or implement improvements.
• All customer and branch deposits need to be compliant with company policies, inclusive of approvals and fund allocations.
• Assist with recruitment to maintain optimal headcount.
• Oversee team rostering and ensure efficient resource allocation based on workload demands.
• All leave requests to be processed on time to support payroll and workforce planning.
• Monitor timesheets, absenteeism, and overtime, ensuring timely submission to Payroll.
• Drive interdepartmental collaboration and initiatives.
• Communicate key issues and updates to management and relevant stakeholders.
• Support the implementation of new business initiatives and projects to enhance service delivery.
• Drive exceptional customer service principles with all internal and external stakeholders.
• Ensure the company brand and image are promoted through excellent customer service.
• Uphold high ethical standards and maintain confidentiality in handling sensitive financial transactions.
• Attend to ad-hoc functions as required due to operational requirements.

What You’ll Bring to the Team:

• Good communication and interpersonal skills
• Demonstrate good presentation skills.
• Excellent attention to detail skills.
• Demonstrate the ability to facilitate workshops on a professional manner.
• Demonstrate the high energy, enthusiasm and motivation in execution of work.
• Follows through and delivers results despite obstacles.
• Demonstrate and exceptional level of customer service and quality standard.
• Good coaching skills
• Excellent Administration skills.

So, are you ready to level up, learn, and perform at your best? Apply now!

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.