Contact Centre Manager at Betway Africa

About the job

• Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

People Management

• The Customer Service Manager manage and motivate the Service Leads to ensure that they are effectively leading their individual teams and holds them accountable for key deliverables. They ensure that team leaders and Hosts feel supported through their management approach. They develop a high-performance culture by ensuring that positive performance is appropriately recognized and that under-performance is managed. The Call Centre Shift Manager is responsible for reviewing and setting up KPIs that are realistic, achievable and in line with the benchmarks of the business. The Customer Service Manager manages Host’s KPIs through the Service Leads.
• They monitor and report on Hosts’ productivity on a monthly basis ensuring that the team delivers on metrics and daily targets as per the regions agreed upon KPIs. They ensure feedback is provided to Hosts and action plans are put in place to improve results. They manage Hosts Service Level Agreements, aiming to achieve team targets.
• This role manages workforce planning which includes managing contingencies in line with high-level business objectives. They manage all resources, people and systems in conjunction with support areas. The Customer Service Manager ensures effective management of rostering, overtime, attendance to training, meetings and managing all leave requests.
• The Customer Service Manager takes full accountability for quality of service by collaborating with the Knowledge management team.

Managing Information, Workflow and Escalations

• The Customer Service Manager manages information and workflow between the service center, business units and stakeholders. They ensures regular, meaningful, and consistent player experience testing is being executed. The role also reviews the incidents logged. The Customer Service Manager ensures that all High Value Client escalations, risk escalations, CRM escalations and shift follow -ups are attended to in a timely manner. They engage in customer facing issues that are business impacting and drives resolution through engagement with various business units. They ensure all market relevant information provided by Market Development Managers, Operations Managers and other management is filtered down appropriately. The Customer Service Manager manages and motivate Service Leads and Service Centre Hosts to complete ad-hoc tasks in line with company objectives.

Coaching and Development

• The Customer Service Manager coaches and supports the Service Leads in a manner that ensures that they in turn are effectively managing their teams and developing their Hosts. They make provision for resources, tools and training to ensure optimally skilled Leads and Hosts, who thoroughly understand the business and all relevant metrics when dealing with customers (e.g. product knowledge, commercial understanding, general business knowledge, escalation process).

Resource Management and Problem Solving

• The Customer Service Manager in conjunction with all escalation platforms, manages and delegates trouble shooting for technical issues until resolution. They are accountable for the management and resolution of all escalated queries. They problem solve by handling high impact incidents and following the necessary escalation procedures.
• This role closes the loop on all customer related contacts or transactions. They ensure that customers who experience any service failure are handled in an appropriately urgent and sensitive manner. They also take ownership of customer retention initiatives in cases of service failure.
• They ensure effective workforce planning and management (all resources including people and systems/technology) in conjunction with core support areas. The Customer Service Manager ensures effective management of rostering, overtime, attendance to training, meetings and managing all leave requests.

Reporting

• The Customer Service Manager monitors, reviews and analyses measurements and reports and gives feedback on player query trends and insights. They are responsible for the compilation of the Incident report which provides information to management in terms of technical issues that influenced CSC results and the Customer Service Report. They put action plans in place to enhance and improve service delivery. This role also acts upon trend analysis, brought forward by the coaches, in order to improve overall quality of the CSC.

Stakeholder Relationships and Strategy

• The Customer Service Manager facilitates and cultivates Stakeholder relationships and growing the markets. Maintains brand integrity and ensure nuances are maintained and keeping stakeholders informed.