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Outbound Customer Service Team Lead – Betway Premium

Outbound Customer Service Team Lead – Betway Premium

Betway AfricaJohannesburg, Gauteng, South Africa
30+ days ago
Job description

Outbound Customer Service Team Lead – Betway Premium

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Job title : Outbound Customer Service Team Lead – Betway Premium

Department : Betway Premium

Reporting to : Manager

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 in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ 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.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

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. This role focuses on establishing a constructive relationship with both internal and external clients, helping us excel at delivering the best customer experience and staying ahead of the game.

What You’ll Be Doing

As part of your role, your responsibilities will include :

  • Creating a 360-degree service environment for our Premium customers, ensuring world-class service and quality via all Outbound Platforms.

Team Lead responsibilities :

  • Direct Line Management of the Betway Premium Outbound Relationship Managers, including shift schedules, attendance, and performance management.
  • Supporting team growth and development, conducting coaching, and managing performance issues.
  • Monitoring Relationship Managers' availability and occupancy to meet targets.

    • Development and Strategy :

  • Collaborating on outbound channels, customer experience strategies, and staying updated on digital trends.
  • Addressing customer feedback, analyzing pain points, and contributing insights to management reports.

    • Productivity and Service Recovery :

  • Monitoring internal queries, ensuring target achievement, and handling escalations.
  • Identifying trends, product issues, and process gaps to improve customer experience.

    • Essential Skills You’ll Bring To The Table

  • 3-5 years’ experience in Customer Service, Contact Centre, or Outbound Sales roles.
  • A degree (BCom or equivalent).
  • Strong communication skills, ability to convey complex ideas clearly.
  • Experience in cross-functional teamwork and achieving targets.
  • Proficiency in Microsoft Office, including pivot tables and statistical databases.

    • Desirable Skills

  • Knowledge of sports betting markets and online gaming industry experience.
  • Understanding of gambling regulations and compliance.

    • Core Values and Culture

    Our culture is driven by values like adaptability, ownership, resilience, integrity, and innovation, essential for embedding our culture and driving success.

    What You’ll Get Back

    We offer comprehensive benefits, learning opportunities, performance feedback, and an inclusive environment that values diversity and growth.

    Additional Information

    This role requires trust and honesty, with checks on credit, criminal record, and qualifications. If you don’t hear from us within 2 weeks, please consider your application unsuccessful.

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    Team Lead • Johannesburg, Gauteng, South Africa