Contact Centre Manager: Deposits & Payments at Hollywoodbets

You Bring:

• 5+ years’ experience in a leadership/ management role.
• 3-5 year’s contact centre/ operations experience.
• Valid driver’s license.
• Experience in customer service.

A bonus to have:

• Payments/ Finance experience.

What You’ll Do For The Brand:

• Recruitment and disciplinary of Team Members.
• Oversight of Team rostering.
• Monitoring time sheets, absenteeism and reviewing sign-off of Managers.
• Monitoring volumes and systems to ensure the operation is running smoothly at all times.
• Monitoring pending withdrawal volumes and ensuring the Team pays out all requests within SLA.
• Reporting of daily, weekly and monthly statistics.
• Leading on the ongoing relationship and management of online platforms.
• Training and development within the departments.
• Assist with the smooth implementation of new business development/ projects.
• Assist and control the automation of withdrawals.
• Find new and improved ways to make processes more efficient with Deposits & Withdrawals.
• Work closely with internal audits in ensuring that all the necessary audit queries are received and returned in a timely manner.
• Work closely with Payroll and HR to ensure that take-ons/ dismissals and salaries are processed timeously.
• Communication between Clients and VIP Client Liaison Team
• Communication with the various Banks/service providers. Building relationships and identifying new products.
• Customer Service-Follow up with customer complaints.
• Being available at all times to assist/escalate issues and to provide prompt responses when required.
• Ensure effective succession planning and career pathing/development for Teams
• Ensure audit recons and recoveries are up to date at all times.
• Any adhoc tasks.