Team Lead - Premium Service

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

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 - Premium Service 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 in line with the responsibilities set to the Team Leader with the purpose of establishing a constructive relationship with both internal and external clients. This will help us excel at delivering the best customer experience to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

The role of the Team Lead - Premium Service is to assist the Manager in creating a 360-degree service environment for our sports book and casino customers ensuring that we offer world class service and quality via all Inbound and Outbound Platforms.

Herewith a full breakdown of each requirement fully encompassing the Team Leader responsibility:

Direct line management of the Betway Premium Relationship Managers

Responsible for the day to day management of all Relationship Managers in your team, including shift schedules, attendance etc.

Attend to growth and development needs of your team

Actively managing performance

Ensure disciplinary matters are escalated and attended to within your team

Ensure that the team’s absences are logged and overtime submissions are processed

Coaching:

Assisting the Manager in ensuring that the team provide world class customer experience to all customers within our Inbound and Outbound environments

Identifying and acknowledging deficiencies found with Relationship Manager contacts from escalated queries and trends picked up from Relationship Managers

It is mandatory that in the event that Instances of knowledge deficiencies are found, coaching with respective Relationship Managers in line with Quality Management processes needs to be completed followed with Coaching form requirements and improvements measured throughout the process through formalised tracking forms

Personal trend tracker on Relationship Managers to be maintained in order to illustrate efforts made towards improving Relationship Managers quality (Via the coaching form and separate Relationship Manager analysis, should it be required)

Alert/Monitoring/Supervisory Function:

Monitoring of Relationship Managers availability and occupancy in line with overall shift performance requirements pertaining to SLA and Handling Rates

Development Focus:

Collaborating and working with the Manager in the setup, implementation and management of Inbound and Outbound channels and customer experience strategies

Stay up-to-date with digital technology trends in the aim to assisting the Manager in identifying technology that can further improve our overall service offering

Collaborating with the Manager in offering an active platform to all Relationship Managers whereby they can communicate any issues and/or complaints that may affect our service offering or the business as a whole

Actively listen to customer feedback and understanding potential pain points and ensure these pain points are addressed in the Voice of the Customer Steering Committee

Assisting the Manager in providing insights for inclusion in all relevant reporting to senior management

Collaborating with Manager in Identifying skills development and succession opportunities for all Relationship Managers

Productivity Management:

Monitoring and handling of all internal query escalations via CRM

Ensuring that all Relationship Managers on shift are meeting the desired per hour interactions and proactively work with agents on shift not meeting the per hour interactions requirements

Assistance with live escalated queries from Relationship Managers via email or MS Teams platform

Service Recovery:

Identify trends, product issues and process gaps that may negatively impact a customer’s experience

Based on collaborative analysis, provide insights to management in the aim to formulate standard operating procedures to drive continues CX improvements

Based on insights from survey analysis, conduct coaching and interact with the Relationship Managers to address these shortfalls that will improve a customer’s overall experience

Proactively collaborate on service recovery campaigns that will directly reduce complaints coming through on social media, Hello Peter and gambling board complaints

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

Minimum of 2 years’ experience in a Customer Service or Contact Centre role

A degree (BCom or equivalent) is essential.

Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively

Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals

Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope

Exceptional attention to detail, ensuring high standards of quality in all outputs

Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations Experience in developing and executing customer retention strategies

Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)

Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

Betway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtime

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends

Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations

Familiarity with gambling regulations and compliance requirements, ensuring adherence to legal standards

Experience in developing and executing customer retention strategies

Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)

Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

Adaptability

Ownership and accountability

Initiating action

Resilience

Team orientation

Integrity

Innovation

What you’ll get back

We offer a great variety of personal and professional benefits to help you th