Customer Support Team Lead, 10bet SA

Job Title: Team Manager

Location: Johannesburg, Gauteng, South Africa & Mbombela, Mpumalanga, South Africa

Department: Customer Service

Reports To: Customer Service Manager

Job Summary:

The Customer Service Team Manager will lead, manage and oversee the daily operations of their team of customer service representatives, ensuring the delivery of exceptional support to customers in the online gaming and sports betting environment. This role involves strategic planning, performance monitoring, management and implementing initiatives to enhance customer satisfaction and operational efficiency.

Key Responsibilities:

Team Management:

• Lead, mentor, develop and support a team of customer service representatives
• Conduct regular performance evaluations and provide constructive feedback.
• Organize and lead team meetings and training sessions.
• Foster a positive and collaborative team environment.
• Provide weekly & monthly reports & presentations.
• Provide bonus calculators at the beginning of each month.
• Help on chats, emails & calls when metrics are under pressure.

Customer Interaction Quality:

• Oversee & monitor customer interactions to ensure adherence to company standards.
• Handle escalated customer issues and complaints.
• Ensure timely and effective resolution of customer inquiries.

Operational Efficiency:

• Develop and implement customer service policies and procedures.
• Optimize response times and improve service delivery processes.
• Maintain accurate records of customer interactions and transactions.

Compliance and Security:

• Ensure compliance with industry regulations and company policies.
• Monitor and enforce data security and privacy standards (POPIA).
• Promote responsible gambling practices.

Training and Development:

• Design, implement & provide ongoing training and development opportunities for team members while liaising with Learning & Development (L&D) regarding skills gaps and needs.
• Stay updated on industry trends and best practices.
• Ensure team members are knowledgeable about products, services, and regulations.

Performance Metrics and Reporting:

• Track and analyze key performance indicators (KPIs) such as first contact resolution FCR, average handling time (AHT), and customer satisfaction scores (CSAT) and all other areas related to customer service quality and efficiency.
• Generate and present reports on team performance to management.
• Identify areas for improvement and implement corrective actions.
• Generate and present reports on team performance and training effectiveness.