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Team Leader An online betting Company

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Job Summary

Keeping records of customer interactions, transactions, comments and complaints and alert management of trends in customer complaints.

Job Description


  • Promote outstanding customer relations among team members.
  • Supervise, evaluate and assist in staff scheduling, training and coaching.
  • Conduct efficient daily quality assessment on agent activities with customers per SLA.
  • Communicate new procedures, directives, etc. with the agents
  • Enforces procedures to ensure agents compliance with the company’s rules, regulations and asset security.
  • Periodical performance of agent activities to have first-hand interaction and feedback from customer.
  • Random barge into agent chats/calls to ensure effective quality assurance and customer satisfaction.
  • Ensure collaborative relationships with other departments to ensure optimal service levels.
  • Keeping records of customer interactions, transactions, comments and complaints and alert management of trends in customer complaints.
  • Provide daily/ weekly and monthly report on the activities of the team
  • Ensure all agents under your supervision meets their KPIs
  • Achieving your KPI per target set by the department
  • Performs all other duties as assigned by supervisor or management.

Required Skills, Proficiencies, Competencies:

  • Diploma in any business-related field with at least 3 years experience in a similar role
  • Excellent communication skills
  • Good knowledge of social media
  • Proactive
  • Team Player
  • MS Office
  • Operational Excellence
  • Creativity and Innovation
  • Business Know-How

Applicants that have a sports betting, e-commerce, or telecommunication background are encouraged to apply. Only candidates that meet the above requirements will be shortlisted for an interview.

To apply for this job email your details to recruitmentzambia21@gmail.com

 June 11, 2021.

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