Senior Customer Service Manager: Withdrawals & Deposits

An exciting opportunity for a Senior Customer Service Manager: Withdrawals & Deposits to be based at the Team Support Office, Durban, Umhlanga. The position will be responsible for the deposits, withdrawals and treasury departments and management of the functions therein. 

Minimum requirements:

• 3 – 5 years contact Centre/operations experience
• A valid driver license

Advantageous:

• A Diploma/Degree in a related field.

Responsibilities:

• Recruitment and disciplinary of team members
• Oversight of Staff rostering.
• Monitoring time sheets and absenteeism and reviewing sign off of line managers.
• Monitoring call volumes and call system to ensure the operation is running smoothly at all times.
• Monitoring pending withdrawal volumes and ensuring the team pays out all requests in a given day.
• Reporting of daily, weekly and monthly statistics.
• Leading on the onboarding & 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 and Treasury.
• 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 Manager/Officer
• 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.
• Any adhoc tasks.

Skills and Competencies:

• Ensure the quality outcome is achieved.
• Demonstrate impressive planning skills.
• Demonstrate strong administration skills.
• Demonstrate impressive reporting skills.
• Demonstrate an understanding of betting types, procedures, mobile & internet betting applications.