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 thrive at Betway Africa and Super Group. This includes:  

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.

• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!