VIP Performance Specialist

Moonspin is proud to offer industry leading Customer Support, Risk/Fraud and Tech Development services to our international client base. Our expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. We hire experienced top talent people which enables us to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.

Purpose of the Role

To support the improvement of service quality offered by the Call Centre to our players by building strong working relationships with the Host you support, Team Leaders as well as the Floor Managers.

Duties and Responsibilities:

Quality Management:

• Conduct an agreed amount of QA reviews per Host per month.
• Conduct an agreed amount of side-by-side reviews per host per month.
• Ensure all scoring results are submitted by the agreed deadlines set by the QA Manager.

Knowledge Management:

• Ensure your assigned Hosts are up to date on all new changes to policy/content timeously.
• Assist your Hosts with real time questions and assistance while on shift.
• Ensure that you are up to date with all product knowledge and processes to effectively evaluate quality of service, be a subject matter expert.
  

Stakeholder management:

• Ensure effective and regular feedback is maintained between yourself and the Team Leaders you are assigned to.
• Compile a monthly report and share this with your assigned Team Leaders summarizing their team’s performance, including your observations and recommendations.
  
  

Attendance and Timekeeping:

• Absenteeism is kept to a minimum, leads by example, correct absence processes and policies adhered to when absent.
• Late coming is kept to a minimum, and when lateness occurs, notification is provided to your manager.
  
  

Requirements:

• Grade 12 or equivalent.
• Own transport.
• Flexibility to work shifts in a 24/7 environment.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Excellent computer proficiency (MS Office – Word, Excel and Outlook).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Self-managed, reliable and confident.
• Able to think independently and on your feet.
• Analytical and attention to detail.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.

Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.