VIP Team Lead

Purpose of Role:  
As a VIP Team Leader at Moonspin you are regarded as a junior leader within the Call Center. This role requires you to manage all aspects of the VIP team’s performance, ensuring that our VIP players receive world class customer service and support. In this role you are an owner of the culture within Moonspin and work tirelessly to maintain and support our company culture. As a VIP Team Leader, you will be relied upon by the VIP Manager to deliver upon the following aspects:  

Duties and Responsibilities:  

Quality:  

• Compliance with all RG and compliance related policies are adhered to in the VIP team.  
• Investigate Licensee feedback and concerns for any errors or investigations related to any VIP Host or player and provide feedback to the VIP Manager.  
• Analyse data for your team’s performance, and where necessary, escalate concerning trends to the VIP Manager.
• Ensure that all RG-related errors raised by the RG/Complaints team are actioned immediately and documented, with feedback provided to the VIP Manager.  
• Own the compilation of monthly performance review files.  
• Conduct an agreed upon number of QA reviews for the hosts in the VIP team. 
  

Training: 

• Training needs for the VIP Hosts and/or Licensee requests are escalated to the VIP Performance Specialists detailing what is needed and when and following to ensure the training is scheduled and held.  
• Conduct team training related to any important process changes.  

Attendance:  

• 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.
• You will be responsible for conducting documented return to work discussions, managing absenteeism trends within the team, and reporting any concerning trends regarding absenteeism to the VIP Manager.  
• Late coming is monitored by the VIP team, and where necessary, concerns reported to the VIP Manager.  
• Team roster will be your responsibility to update, manage, and secure overtime when needed to ensure sufficient VIP coverage on every shift.  
• Process leave requests for Sick Leave, Annual Leave, or any other absence code through Bamboo for all VIP Hosts.  
• Maintain team attendance tracker records, and submit regular summaries to VIP Manager as agreed. 
  Communicate any coverage gaps or changes with CS Leaders when needed.  
  

Stakeholder Engagement: 

• Ensure effective and regular communication is maintained between yourself and VIP Leadership.
• Ensure that Senior Management and/or Licensee(s) are kept abreast of any operational issues or player-impacting issues.

General team/floor management:  

• Ensure that daily service levels are met for the VIP team including Ticket and Email queue management, and player contacts are handled timeously.  
• Ensure that all VIP Hosts are briefed on current issues, priorities, and objectives.  
• Daily communication regarding VIP tournaments, promotions and Account Manager notifications are shared by you with the VIP team.  
• Ensure that technical impacts are logged and resolved.  
• Accurate reporting out including shift reports or current issues raised to Senior Leadership, the quality and effectiveness of the shift handovers is your responsibility.  
• Handle formal escalations when needed.  
• Proactive follow up on escalated queries to ensure timeous resolution to customer concerns.  
• Be approachable to all VIP Hosts, Floor Managers and Support functions to assist with player related queries, which includes Slack channels, Account Manager reach outs or Licensee requests.  
• Play an active role in process improvement initiatives and ensure that you promote the process improvement culture within the VIP team.  
• Identify system enhancements and tool requirements needed to improve efficiency and reduce effort within the VIP team.  
• Flexibility in working hours.  
  

Requirements:  

• Grade 12 or equivalent.  
• Previous VIP or Leadership experience at Moonspin within the last 12 months.  
• Excellent customer service background (External applicant would be minimum 2 years previous people leadership experience).
• 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. 
  
• Adaptable and Flexible to work alternative hours where required.  
  

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