Transactional Support Administrators x2 - Hollywoodbets

We have an amazing opportunity for Transactional Support Administrators x 2 be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for to assisting in the day-to-day operations of the Contact Centre. This team will play a vital role in supporting Contact Centre Management by developing operational procedures that optimize overall operations and enhances customer service. Additionally, the team will manage departmental queries, ensuring timely and effective resolutions of any issues that impact operations. The team will provide essential administrative support to both the Contact Centre team and management, with regular reporting to the Contact Centre Manager.

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With Hollywoodbets You Will:

• Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
• Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
• Grow with our development plans and culture that allows you to further your career.

You Bring:

• 1-year administration experience.
• 1-year finance experience.

A Bonus to have:

• Degree/Diploma in related field.

What You’ll do for the Brand:

Key Responsibilities:

• Monitor and enhance existing operational procedures to improve efficiency.
• Reviewing and updating of existing SOPs for approval by Management.
• Communicate all updates on Policies and Procedures.
• Use statistical data to recommend and implement new procedures for better performance and productivity. This includes generating reports to assist with team member requirements, rostering, and incentives. Review Jarrison reports to track absenteeism and improve attendance rates.
• Support in the onboarding process for new team members, including training and induction.
• Facilitate onboarding for new hires, including desk setup and access to necessary systems and tools.
• Ensure new team members acknowledge SOPs, policies, procedures, and house rules.
• Keep and maintain record of assets within Contact Centre.
• Identify team skill gaps based on feedback from Quality Assurance (QA) teams and productivity reports. Organize and document relevant training sessions.
• Monitor and provide feedback on Performance Improvement Plans (PIPs).
• Track and report time wasted versus production performance through a Clock-in vs. Production report.
• Drive completion of Moodle training courses and report results to managers to ensure continuous improvement in product knowledge.
• Maintain access to portals and systems, ensuring smooth functionality.
• Ensure all new employees are granted access to required systems and portals to perform their tasks.
• Maintain the smooth functioning of systems, reporting and resolving any access or technical issues.
• Maintain and update the fixed asset register for the Contact Centre.
• Contribute to team building initiatives to foster a cohesive work environment.
• Co-ordinating of team builds, awards and recognition.
• Welcoming setups of new starts, print outs at desks etc.
• Identify and support cost-saving initiatives to optimize resources.
• Identify opportunities for cost-saving measures and support the implementation of resource optimization strategies.

Administrative Support

• Perform various administrative duties to support operational efficiency.
• Manage desk allocations and ensure that physical resources are well-organized.
• Provide general administrative support to the Contact Centre team and management.
• Ensure timely liaison with Team Leaders and Internal Audit to maintain the Masterfile, facilitating prompt recovery and updates.
• Attend to ad-hoc functions as required due to operational requirements. 

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Basic requirements for the role.

• Proven experience in operations support or a related field.
• Strong organizational and problem-solving skills.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Excellent communication and interpersonal skills.
• Proficiency in Excel, micro soft teams, knowledge of internal systems/software, deposits and withdrawals or contact center experience.
• A proactive attitude with a commitment to continuous improvement.

Competencies

• Problem Solving: Identify, analyses, and solve problems and issues in a timely and effective manner. Anticipate problems, identify root causes, and take corrective action. Evaluate the effectiveness of a solution.
• Accountability: Follows through and delivers results despite obstacles. Admits to errors and takes corrective action to avoid repetition. Approaches own work with dedication and a high sense of responsibility.
• Attention to detail: Showing concern for all aspects of the job; accurately checking processes and tasks; maintaining watchfulness over tasks and ability to identify irregularities. Communication Ability to communicate effectively in the English language, both verbally and in writing with team members and management. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to read and understand information and ideas presented in writing.
• Reporting: Collate and report on information. Account for and verify reporting figures/statistics. Review/analyze reporting statistics and figures to identify trends and make relevant recommendations to the business
• Business Acumen: Enhancing Contact Centre efficiency by developing and refining procedures, resolving departmental queries, and providing administrative support. The use of data to improve productivity, manage absenteeism, streamline onboarding, and maintain system access. To foster a positive work environment through team-building initiatives and supports cost-saving measures. Key skills include problem-solving, accountability, attention to detail, and effective communication.

What You’ll Bring to the Team:

• Quality focus
• Excellent planning and organizational skills.
• Strong administration skills.
• Exceptional analytical and reporting abilities.
• Knowledge of betting types and procedures.
• Excellent written and verbal communication skills.
• Attention to detail
• Strong sense of responsibility and accountability.