Job Description
Reports To: Operations Lead
Who we are:
Betika is one of the leading gaming companies with platforms and operations in 9 African countries, handling millions of monthly site visits. We are not just a Sports Betting brand; we are a lifestyle brand that believes in responsible gaming practices.
Overall Purpose
The Customer Experience Team Lead oversees and manages customer service operations across voice channels, ensuring seamless and high-quality interactions. Their key responsibilities include optimizing team performance, maintaining service consistency, and enhancing customer satisfaction and loyalty. This role is crucial in upholding Betika's customer service standards and fostering a positive experience across all communication channels.
Key Responsibilities:
Operations Management:
1. Lead and motivate Customer Experience Executives to achieve performance targets and deliver exceptional service.
2. Implement and maintain quality assurance programs to ensure consistent and high- quality customer interactions.
3. Manage daily operations to optimize workflow, ensuring efficient handling of customer inquiries and concerns.
4. Ensure a seamless and consistent customer experience across both voice and social media channels.
5. Generate and analyse reports on key performance indicators, presenting insights to management for strategic decision-making.
6. Foster open communication channels within the team and across departments, promoting a collaborative work environment.
7. Ensure that customer service agents adhere to company policies and standards in all interactions.
8. Ensure compliance with relevant regulations and guidelines in customer service operations.
9. Remain hands-on in day-to-day operations, including supporting calls, chats, and social media enquiries during peak periods, unexpected volume spikes, absences, or other operational needs.
10. Lead by example in handling complex customer cases and ensure service levels are maintained across all shifts.
People and Performance Management:
1. Foster a positive team culture through mentorship, coaching, and calibration sessions.
2. Conduct regular QA reviews of calls, emails, and chats against defined scorecards; maintain accurate performance tracking for each Agent.
3. Address and resolve interpersonal conflicts within the team, promoting a harmonious work environment.
4. Monitor and enforce adherence to attendance and punctuality standards, addressing any issues promptly.
Issue Escalation and Resolution:
1. Serve as the escalation point for complex or high-priority customer issues, guiding team members & issue resolution for possible cases.
2. Provide guidance and support to customer service agents in resolving escalated issues, ensuring adherence to company policies.
3. Collaborate with other departments to address root causes and ensure comprehensive issue resolution.
4. Monitor and manage resolution times, ensuring timely responses to customer issues and minimizing delays.
Coaching:
1. Identify individual training needs and facilitate coaching sessions to enhance the skills of team members.
2. Regularly monitor and assess the performance of customer service agents to track progress against goals.
Education & Experience:
1. Diploma or Undergraduate Degree from a recognized University or Institution.
2. 3–5 years of experience in a Customer Experience or Customer Service environment, preferably within fintech, digital services, subscription-based businesses, e-commerce, gaming, telecommunications, or another fast-paced industry.
3. Demonstrated experience supervising and managing Customer Service or Call Centre agents is required.
4. Experience managing performance, service quality, escalations, shift coverage, and customer service KPIs is highly desirable.
Functional Competencies:
1. Fluency in both English and Luganda.
2. Strong leadership and coaching ability, with a calm, solutions-focused approach under pressure.
3. Strong problem-solving and conflict resolution skills, with the ability to manage challenging and escalated customer interactions professionally.
4. Sound judgement in escalation handling, able to assess risk, urgency, and appropriate resolution paths.
5. Solid understanding of the sports betting industry, products, and promotions.
6. Excellent time management and organizational skills.
7. Comfortable working with data (dashboards, formulas, trend tables) to track and improve team performance.
8. Active listening skills and keen attention to detail, particularly in QA scoring and reporting.
9. Ability to multitask, adapt to rotating shifts, and manage unplanned volume spikes.
10. Strong interpersonal skills and collaborative team spirit.
11. Flexibility, resourcefulness, and a solution-oriented mindset.
12. Demonstrates patience, empathy, accountability, and integrity in all interactions.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
Apply Now ↗
How well do you match?
Get an instant AI match score for this role — free, takes 3 minutes.
Tailor your CV for this role
The concierge rewrites your whole CV and writes a matching cover letter for this job — opens right here, nothing to paste.
Tailor My CV to This Job ✍️