Customer Care Team Leader at Hollywoodbets – Durban, KwaZulu-Natal
Hollywoodbets · Durban, KwaZulu-Natal, South Africa
Hollywoodbets is seeking a Customer Care Team Leader to be based in Umhlanga, Durban, KwaZulu-Natal. This is a full-time, onsite position for an experienced professional with customer service expertise and leadership skills. The successful candidate will supervise daily customer care operations, ensuring performance targets are met while coaching and developing team members to deliver exceptional service.
This role offers the opportunity to join one of South Africa's most successful brands, known for its growth from humble beginnings in Durban to a powerhouse operating across Africa and the United Kingdom. The position is ideal for individuals who thrive in fast-paced environments and are ready to contribute to a company with an expanding global footprint.
About the Opportunity
The Customer Care Team Leader will be responsible for supervising daily operations within the customer care team, ensuring agents meet critical performance targets including call quality, response time, and customer satisfaction. This role requires a hands-on leader who can provide coaching, training, and continuous feedback to enhance service delivery while managing schedules to maintain adequate team coverage.
Key responsibilities include handling escalated customer queries, monitoring compliance with company policies, and preparing regular performance reports for management. The Team Leader will also motivate and engage staff, identify process improvement opportunities, and serve as a vital communication link between the team and senior management to ensure smooth operations and an excellent customer experience.
What You'll Do For The Brand
- Drive the operational agenda by providing daily direction and communication to teams, ensuring daily, weekly, and monthly targets are met
- Maintain service levels, key performance indicators (KPIs), and performance standards across Customer Care operations
- Monitor teams through call listening, live and historical chat tracking, and verification of valid transfers
- Set and communicate clear targets, using 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
- Focus on prompt query resolution with an emphasis 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 and address 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
- Ensure the Hollywoodbets brand and image are consistently promoted through excellent service delivery
- Attend to ad-hoc functions as required due to operational requirements
Requirements
Essential Qualifications
- Strong communication skills
- Customer service experience
- 6 months of subject matter expert or leadership experience
Bonus Qualification
- Betting knowledge
What Hollywoodbets Offers
Joining Hollywoodbets means becoming part of a like-minded, authentic team eager to achieve goals through innovation and creativity. Employees embrace challenges and thrive in a vibrant, fast-paced industry while benefiting from development plans and a culture that supports career advancement.
About Hollywoodbets
Hollywoodbets is one of South Africa's biggest success stories in the gaming and entertainment industry. Starting from humble beginnings in Durban, the company has grown into a powerhouse brand with operations across Africa and the United Kingdom. With a talented team on a mission to increase its global footprint, Hollywoodbets is known for its innovative approach, commitment to excellence, and ambitious vision that extends beyond conventional limits. The company prides itself on fostering a dynamic work environment where employees are encouraged to reach for the stars.
How to Apply
Interested candidates who meet the stipulated minimum requirements should submit their applications online. Please note that only applicants who meet the specified criteria will be considered.