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About our Company: We're a global, multi-cultural company that's all about entertainment. As such, we've evolved into a focused, dynamic community that thrives on all things sporty, providing services to an internationally renowned sports betting brand that has a huge presence in the Premier League and other top tier leagues around the world.
Our expertise lies in marketing, customer service and technology. We deliver product digitally (online and mobile) and we market through-the-line (TV, print, outdoors, digital etc). We are looking for sports enthusiasts who are also especially fanatical about soccer – if that's you, we'd love to meet.
About our Role: The Customer Service Manager typically reports to the Contact Centre Operations Manager. This role is responsible for the Customer Service Centre, ensuring a professional world-class service is delivered to the organizations' customers and relevant stakeholders. During after-hour schedules, this role takes on full management responsibility for the entire call centre.
Key Responsibilities: Driving operational efficiency
Recruitment and onboarding of customer service agents
Ensure the team is sufficiently staffed according to inbound volume trends, fixture indexes, events and headcount forecasts
Consistently review volume by hourly intervals, headcount requirements and player base growth in order to remain sufficiently staffed at all times
Proactively compile and present a business case for additional headcount where additional headcount is required based on growth in the channel
Ensure additional staffing is secured where demand increases in order to retain the necessary handling rates and service levels
Formulate and maintain a best practice IVR strategy for optimal routing and a seamless customer experience
Ensure that the IVR continuously evolves by implementing initiatives that drives query automation and self-service
Critically analyse QA, CSAT, FCR and NPS data to fully understand customer's sentiment on our product, service and processes
Continuously review interactions from cradle to grave to identify service failures and process gaps, initiatives, coaching and new processes should be implemented to address deficiencies and process gaps.
All processes implemented needs to be continuously reviewed and monitored and where necessary amended to drive optimum efficiency on the channel
Formulate a QA Framework and service charter specific to the channel
Constantly review the effectiveness of your Coaches and implement new strategies, standard operating procedures and checklists to further streamline shift operations specific to the channel
Active management and achievement of handling rate and service level targets
Consistently work on reducing key call metrics to deliver fast and efficient service
Actively monitoring the performance of the team and decisively manage performance in line with the PEP process where performance standards are not met
Ensure the coaches are continuously developed and performing at a high standard
Manage all disciplinary processes in line with the code of conduct when and where required
Ensure that all staff have a Personal Development Plan in place and that these are actively attended to, managed and reviewed
Ensure you have active staff development processes and campaigns in place that supports all staff's personal development plans and proactively managing succession planning within the Contact Centre
Initiation and management of staff reward and recognition campaigns, both formal long-term campaigns as well as short-term ad hoc campaigns where needed
Ensure regular staff engagement sessions are held that also includes 1 on 1 meetings with staff members
Based on your regular staff engagement understand what's making the Contact Centre less desirable and ensure measures are put in place to address such detractors. At the same time understand what can be regarded as promoters and ensure more consistent campaigns cements this to make the Contact Centre the best environment to work in and that drives overall motivation and happiness amongst staff
Real-Time monitoring of the channel volumes and ensuring that agents are producing optimal per hour handled interactions
Active listening to live calls to monitor service standards and process compliance
Initiate mystery shopper calls to test service standards, query resolution and process compliance. Coaching and feedback sessions should be held where any deficiencies are noted
Active intervention and management on calls exceeding a 15 minutes duration and swiftly resolve these longer calls
Compile shift reports on the Channel's performance and SLA adherence
Compile relevant and informative monthly reporting and trend analysis on the channel
Critically analyse the performance of the Channel and ensure relevant performance conversations are held with relevant staff where applicable
Ensure customer experience trends (eg. CSAT, NPS etc.) are consistently analysed, root causes identified and plans are put in place to mitigate poor CX trends
Identify opportunities for reporting automation, alert automation etc.
Skills and expertise required: Minimum of 5 years' customer service experience within a large volume call centre
Sound understanding of Contact Centre Metrics and influencers.
Proven track record of making measurable impact in the Contact Centre
Experience of compiling high-level reports on Contact Centre activities and metrics.
High level of strategic thinking and exposure to setting goals and strategies.
Ability to maintain high-level professional communication skills
Process oriented, deadline and results driven
Excellent business acumen and ability to make commercial decisions
Strong attention to detail
Ability to manage time effectively and to individually prioritize multiple tasks of competing priority
Strong leadership and ability to influence others positively
Take full ownership and accountability of your respective area
Customer Centric (both external and internal customers)
Collaboration with all staff and teams within the business to resolve any challenges
Technological savviness and innovation
Always take initiative and provide direction in any situation
Adaptability and resilience
Proactiveness and curiosity
Strong conflict management ability
Interpersonal skills, social and emotional intelligence
Self-Management
Must be willing to work shifts. The Call Centre is a 24-hour operation and agents work on a rotational shift basis
Essential – must have own (reliable) transport
Must be flexible on overtime (should it be required)
*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. This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.
Should you not hear from us within 2 weeks, please deem your application as unsuccessful.
The perfect place to work, play and grow! About Us Our journey started in 1999 with a handful of brilliant individuals and some very big picture thinking.
Now, we are an ever-growing community of 400+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology. We deliver digital products (online and mobile) and we market through-the-line (TV, print, outdoors, digital etc).
We are relentless in our passion for excellence and we always deliver the best to ensure that consumers get the thrilling, immersive experience they sign up for with our products.
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