Job title : Customer Service Manager (Online Sports Betting) Job Location : Western Cape, Cape Town Deadline : February 15, 2025 Quick Recommended Links Jobs by Location Job by industries About the Role As the Customer Service Manager, you'll be at the forefront of our customer support operations, fostering a customer-first culture while ensuring seamless daily functions.
Leading a talented team, you'll focus on enhancing efficiency, innovation, and continuous improvement to elevate the customer experience.
Key Responsibilities Enhance Operations: Spearhead initiatives to boost efficiency, focusing on cross-skilling, agent development, and technology advancements.
Strategize for Success: Develop, test, and refine customer service strategies to exceed KPIs and deliver outstanding performance.
Optimize Policies: Implement policies, procedures, and standards that enhance the customer journey.
Data-Driven Insights: Analyze data, produce reports, and recommend actionable improvements for team and service optimization.
Collaborate for Excellence: Work closely with marketing and product teams to resolve player concerns and enrich the user experience.
Leadership & Development: Drive a high-performance culture, mentoring team members and ensuring they achieve and surpass targets.
Training & Onboarding: Create comprehensive training materials to onboard and upskill agents effectively.
Industry Expertise: Stay ahead of trends, integrating innovative practices and maintaining compliance with gambling regulations.
Team Building: Recruit, train, and mentor Team Leaders and Shift Leaders to cultivate future leaders.
Incident Management: Lead incident resolution processes, minimizing disruptions and recurring issues.
Requirements Experience: 7-10 years in customer service, including 3-4 years in management roles leading teams of 20-25 agents.
Proven Leadership: A track record of building and managing high-performing teams.
Analytical Skills: Expertise in customer satisfaction metrics (e.g., AHT, FRT, SLA, QA) and proficiency in tools like Zendesk.
Technical Proficiency: Intermediate Excel skills for data analysis and insight generation.
Communication: Outstanding leadership and communication abilities to inspire and drive success.
Problem-Solving: Strong aptitude for identifying solutions and delivering results in a fast-paced environment.
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