Team Lead ,Customer Relationship - Betway Premium

Team Lead, Customer Relationship - Betway Premium

Location: Johannesburg

Posted: 2 Days Ago

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who we are: We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands. Our journey started with a handful of brilliant individuals and some very big picture thinking.

Now, we are an ever-growing community of + talented and exceptional people at the forefront of the vast and competitive world.

Our expertise lies in marketing, customer service, and technology.

Who we're looking for: We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. Every day is action-packed, and we expect you to bring your A-game.

In return, you'll find a supportive environment where your skills can flourish and your career can soar.

Why we need you: We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion, and superdrive will help us achieve our vision. The Team Lead will be responsible for working with the Manager, as well as the Training and Quality Assurance teams, ensuring that the requirements of each shift are met in line with the responsibilities set to the Team Leader.

What you'll be doing:

1. Direct line management of the Betway Premium Relationship Managers.
2. Responsible for the day-to-day management of all Relationship Managers in your team, including shift schedules and attendance.
3. Attend to growth and development needs of your team.
4. Actively manage performance and ensure disciplinary matters are escalated and attended to within your team.
5. Ensure that the team's absences are logged and overtime submissions are processed.
6. Coaching: Assist the Manager in ensuring that the team provides world-class customer experience to all customers.
7. Monitor Relationship Managers' availability and occupancy in line with overall shift performance requirements.
8. Collaborate with the Manager in the setup, implementation, and management of Inbound and Outbound channels and customer experience strategies.
9. Identify trends, product issues, and process gaps that may negatively impact a customer's experience.
10. Provide insights to management to formulate standard operating procedures to drive continuous CX improvements.

Essential skills you'll bring to the table:

1. Minimum of 2 years' experience in a Customer Service or Contact Centre role.
2. A degree (BCom or equivalent) is essential.
3. Strong verbal and written communication skills.
4. Experience working collaboratively in cross-functional teams.
5. Exceptional attention to detail.
6. Ability to adapt quickly to changing environments.
7. Computer literacy and proficiency in Microsoft Office Suite.
8. Ability to use pivot tables and work with advanced statistical databases.
9. Willingness to work on a rotational shift basis and flexible to work overtime.

Desirable skills:

1. In-depth knowledge of sports betting markets.
2. Previous experience in the online gaming or casino industry.
3. Familiarity with gambling regulations and compliance requirements.

Our values are non-negotiables: Our culture is underpinned by core values that are linked to key behavioural competencies such as adaptability, ownership, accountability, resilience, team orientation, integrity, and innovation.

What you'll get back: We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

At Super Group, diversity is part of our DNA. With teams across 16 countries, we champion a supportive, inclusive, and empowering environment.

• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.

The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, you grant us permission to apply for these checks.