SUMMARY:
To manage the Telebet and Online Support centre and ensure that all policies, procedures and standards are adhered to. Ensure excellent customer engagement, as well as accurate and timeous facilitation of telephonic betting services whilst living the 4 Racing values.
POSITION INFO:
Requirements:
- Grade 12/NQF Level 4, Diploma in Customer Services /business management NQF Level 6
- 4 years’ experience in a multi-channel call centre/customer care environment
- 2 -3 years supervisory experience in a multi-channel call centre
- Experience is doing calculations, reports and spreadsheets and staff rosters
- Sound working knowledge and understanding of the 4Racing products, Telebet Policies and Procedures
- Sound working knowledge of all the Standard Operating Procedures applicable to the Customer Care and Banking environment
- Exceptional leadership and management skills to inspire and motivate team members
- Demonstrated experience in team management and mentoring
- Outstanding customer service skills
- Excellent listening and analytical problem-solving skills
- Collaborative working style
- Effective decision-making skills
- Tech-Savvy Optimizer, ability to adopt tools and automation that support service quality and efficiency while serving customer needs
- Ability to attend to finite detail whilst executing outputs to ensure the quality-of-service delivery
- Drive collaboration with team members and cultivate a knowledge-sharing mentality to create a high-performing company culture that leads to better resul
- Advanced business communication and organisational skills enabling verbal and written communication at all levels
- Ability to use interpersonal skills to inspire /guide individuals towards goal achievemen
- Self-motivated and work well under pressure
- Strong ethics, integrity, reliability and credibility
- Ability to meet deadlines
- Proficient Computer literacy on company systems and MS Office, advanced Excel
Duties:
Customer Service
- Provide excellent Customer service and identify opportunities for continuous improvement by ensuring that:
- Customers are treated in a friendly and helpful manner
- Customer complaints and queries are promptly resolved and feedback given to customers
- Logging, monitoring and escalation of complaints/queries are correctly and promptly actioned
- Timeous and correct allocation of deposits and actioning of withdrawals
- Manage and monitor daily reconciliation and balancing
- Ensure prompt authorisation of withdrawals, competition winners, recons and adhoc promotional adjustments
- Monitor correct, efficient and professional service when taking of bets according to departmental procedures in order to ensure good customer service required
- Serve as the primary escalation point for concerns, leading with empathy to deliver thoughtful, innovative and resolution focused solutions
Departmental Efficiency
- Optimize call centre operations efficiently
- Ensure telephones, headsets and betting terminals are in working order at all times. Ensure all equipment is used and tested regularly.
- Ensure all technology is functional e.g. systems, telephone lines, etc.
- Ensure that anything dysfunctional is promptly and correctly reported to service desk/Line manager/s and followed up until resolved.
- Submission of stationery, refreshment and cleaning material orders and the management thereof
- Safeguard and ensure proper utilisation of company assets
- Ensure all Standard Operating Procedures (SOP) are adhered to
Cost Containment
- Supervise and monitor expenses and provide feedback on out of lines
- Minimize costs by monitoring telephone usage/costs, copy and printing costs, stationery, refreshment & cleaning material costs
- Ensure that turnover targets/last year actuals are shared with all staff to drive turnover
- Ensure daily stats are shared with staff
- Produce daily reports for SLA and Turnover to analyse and identify areas of improvement.
- Oversee and manage Rostering all staff
Compliance
- Ensure the adherence to all relevant laws, regulations, and company policies related to gambling and betting operations, FICA and POPIA Act
People and Performance
- Hire, Onboard, Train to ensure consistent performance and member experience
- Responsible for adequate staffing and coverage for the Telebet and OSC
- Lead both onboarding training and continuous uptraining efforts to ensure staff remain equipped with skills, tools and knowledge to deliver exceptional service
- Develop and monitor performance metrics and achieve departmental KPI’s that align with company objectives
- Prepare performance appraisals
- Provide regular reporting to management on team performance and KPI’s
- Conduct regular performance evaluations, coaching sessions and training programs to upskills operators
- Provide frequent one-on-one’s for members to ensure consistent performance and appropriate performance management
- Supervise operators to ensure compliance and adherence to regulatory and organisational policies
- Collaborates initiatives and communicates with all cross functional teams
- Identify opportunities and training needs and implement effective solutions to enhance team efficiency, skills and knowledge
- Ensure consistency and quality, to solidify and continuously update knowledge base and all related internal trainings and tools
- Effectively coordinates all special events, employee wellness and engagement activities
- Perform any other special projects and all other duties assigned by leadership
It is 4Racing intention to promote equity (race, gender, and disability) through the filling of this post with a candidate whose transfer / promotion / appointment will promote representivity in line with the numeric targets as contained in our Employment Equity plan.
APPLICATIONS:
If you are interested in applying for this position and have the necessary qualification, experience, knowledge, and skills, please forward your cv including credentials to
Please note that applications are strictly submitted online.
Please consider your application unsuccessful if you have not received a response within three-weeks of submission.
Closing Date: 25 September 2025
