Sandile Kunene Email and Phone Number

* Responsible for the daily management of telephonic betting and day to day operational management in line with Contact Centre best practices to enhance performance and drive productivity and efficiencies within the department. * Ensure compliance with company policy and ensure that all internal control procedures are followed. Report on deviations to procedures and corrective actions.* Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro-active in managing and highlighting potential concerns.* Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query.* Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls.* Monthly feedback meeting/reporting, trend reporting, resource management reporting - Collate and report on information. Account for and verify statistics. Analyze reporting figures in order to identify trends and make relevant recommendations,

* Ensure that resources are trained to effectively deal with betting enquiries, account information queries, placing of bets, bet cancellations and lodging complaints. Review training needs continuously and recommend additional training where necessary.* Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/department/branches.* Drive operational & quality targets to ensure achievement.* Ensure the department is optimally staffed at all times and control the rostering.

* Address enquiries on betting information - authenticates the account holder and provides up to date date bet information to account holders. Attend to customer queries relating to their accounts.*Lodging of complaints -ensure swift feedback is given to customers once escalated.* Capturing of Bets & Cancelations