Live Betting Team Leader

5 days ago

Cremorne, Australia PointsBet Full time

Title: Live Betting Team Leader

Reporting Manager: Contact Centre Manager

Direct Reports: Live Betting Operators - Full time and casual staff

Role Description

The Darwin Team Leader is responsible for assisting the Contact Centre Manager in ensuring live betting activities conducted by PointsBet are performed efficiently, diligently, and are of a high quality.This role will support the National and Global Customer Service Manager by leading from the front in driving outstanding levels of service to PointsBet customers.

**Responsibilities**:

- Ensure all Live Betting agents appropriately trained and assist in their management to ensure they are performing to a high quality
- Work alongside National and Global Service Managers to ensure PointsBet’s service level efficiency is maximized.
- Ensure service levels associated with timeliness and quality of telephone betting are met.
- Act as escalation point for live betting agents.
- Assist the Contact Centre Manager in the performance of their role, as directed.
- Provide assistance to the National and Global service managers and leaders.
- Evaluate internal systems and processes and provide recommendations to Contact Centre Manager and Customer Service Manager on improvements that can be made.
- Assist in the reporting on live betting performance to Management on a regular basis.
- Help ensure the Darwin Office is always fit for purpose, including at times recommending changes to fit-out or office location, overseeing the day to day running of the office, and ensuring business continuity planning is in place.
- Act as a PointsBet Key Employee in Darwin, liaising with the Northern Territory regulator as required.
- Monitor call volumes, service levels, and other key performance metrics including schedule adherence real-time
- Assist in the setting and maintenance of high agent engagement to drive for service excellence, promote PointsBet as an employer of choice and foster a happy, safe and inclusive work environment.

Preferred skills and experience
- At least 2 years’ experience in a customer service/live betting role.
- Proficiency with Microsoft Office Suite including Word and Excel.
- Solid understanding of the wagering industry.

**Salary**: $75,000.00 - $80,000.00 per year

Schedule:

- 8 hour shift

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