Call Centre Agent (Outbound)

KEY PERFORMANCE AREAS AND RESPONSIBILITIES

Key Performance Area

Performance Outputs

Operational  

• Processing of daily race by race dividends
• Capturing of and updating disseminated betting on the Turfsport system
• Laying of telephone bets
• The daily updating of the race card on the MWOS web site as well as links and other information
• Offer technical support when required
• Editing fields for branches and MWOS website
• Responsible for all related administration and paperwork including cash handover documents
• Responsible for the cash and cash balancing of takings
• Betting Division: Will be rostered to work in this division 3 (three) days cycle and 2 (two) weekends a month
• The balance of the work roster will be allocated as follows:
• Telephone Division: Will be rostered to work 2 (two) days per cycle          
• Dividends: Will be rostered to work 1 (one) day per cycle
• Balance: Will work as per the Manager''''''''s discretion
• Safety and security of all company assets including taking cash under his/her control
• Ensuring that all of MWOS policies and procedures are adhered to and reporting all noncompliance.

Customer + Relationship

• Providing an efficient quality Customer Service;
• Providing support to branches and Internet Clients pertaining to Deposits and Withdrawals
• Providing and efficient quality Telephonic etiquette;

KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)

COMPETENCY LIBRARY

Technical Competencies:

• Report formulation + writing
• Bilingual
• Achieving personal work goals and objectives
• Adhering to principles and values
• Delivering results and meeting customer expectations
• Ability to maintain a high level of accuracy in preparing and entering information and attention to detail;
• Record keeping skills;
• Strong customer service focus
• Turfsport and Microsoft Office Suite

Minimum Requirements:

• Matric
• Certificate in relevant field is advantageous
• Knowledge of Turfsport software essential
• Previous experience in a similar environment/position
• Sales experience essential
• Must be able to work shifts including nights

Generic Competencies:

• Inter and Intrapersonal Skills
• Communication Skills – written + verbal
• Analytical + problem solving skills
• Accuracy + Attention to detail

• Time Management Skills
• Co-ordination Skills
• Team Working Skills

• Planning and organising skills
• Professionalism
• Honesty + Integrity
• Innovative
• Patience + empathetic
• Accountability
• Proactive
• Logical

Values

• Passion
• Proactive
• Accountability and Ownership
• Change
• Teamwork
• Service Excellence