Gareth Bithell Email & Phone Number

Bulgaria

South Africa

South Africa

Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

Managing the performance of team • Overseeing Sports Behaviour Team Leads and a team of Analysts who review customer accounts• As an extension to the Sports Trading team, this Cape Town-based role will work closely with the direct team of Sports Behaviour Analysts, Sportsbook Trading Team and AI Teams• Manage the team to ensure that the correct processes and business avenues are followed• Enable your team to make decisive decisions with calculated risk• Tracking and reporting on projects or jobs through Jira• Ensure maximum productivity and standards throughout the entire team• Ensure that error tracking is done via Spot Checks, KPIs and on-the-floor coaching and enforce accountability• Define KPIs for your team to benchmark performance and delivery• Feedback all performance management issues to the Operations Manager Betway Product• Scoping and investigating future growth areas and opportunities• Innovate and show initiative in process improvements and drive this with the Operations Manager Betway ProductWorkflow Management • Support the strategy and planning of the London Sports Retention Team and Trading Team, incl. regular calls and updates with productive interaction with the key stakeholders• Work with the AI Team to further develop methods of understanding our Sports customers behaviour• Increase profitability and mitigate risk by better management of customers• Work to ensure that service levels and response times are within defined SLAs – ensure low error rates, adequate turnaround of volumes connected to KPI expectations • Strategic Planning – provide a 6 month plan on the way forward in terms of focus, people development, work flowCommunication and Knowledge Transfer • Ensure that all team members on shift are briefed on current issues, priorities and objectives• Promote best practices and provide leadership and guidance to team

Cape Town, Western Cape, South Africa

• Managing Performance:o Manage Betway Service Leads to ensure that they are effectively leading their individual teamso Managing the Service Coaches to ensure that they are impacting the bottom line of the business effectively through influencing the quality of our contactso Monitor/Report on Service Centre Hosts’ performance (productivity) on a monthly basis ensuring that the team delivers on metrics and daily targets as per the following KPI’s Inbound contacts per shift per host  Outbound contacts per shift per host  Optimize regional focus drives through the CSC activitieso Manage CS Hosts Service Level Agreements aiming to achieve team targets (to be reviewed monthly based on company objectives)o Oversee QA results:  Ensure all QA’s are completed  QA Feedback are provided to hosts via Coaches and action plans put in place to improve results  Review and manage peer to peer feedback where applicable • Managing Information and Tasks:o Managing information and workflow between the service centre and business units.

Bachelor'S Degree, Sport And Fitness Administration/Management

Matric Exemption

Activities and Societies: Sport: Swimming, Waterpolo, Rugby, Athletics, Basketball Cultural: School Play Leadership: House Captain.