Team Lead - Premium Service

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 to excel at delivering the best customer experience to stay ahead of the game.

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

• 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.
• 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.
• Coaching: 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.

• Minimum of 2 years’ experience in a Customer Service or Contact Centre role (required).
• A degree (BCom or equivalent) is essential (required).
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required).
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required).
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (required).
• Exceptional attention to detail, ensuring high standards of quality in all outputs (required).
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required).
• Experience in developing and executing customer retention strategies (required).
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint) (required).
• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions (required).
• Betway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtime (required).
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (nice-to-have).
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (nice-to-have).
• Familiarity with gambling regulations and compliance requirements, ensuring adherence to legal standards (nice-to-have).

• Comprehensive learning and development programmes.
• Innovative Performance Tool for regular, constructive feedback.
• Employee Assistance programme.

Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.

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