Assistant Manager - Klerksdorp, South Africa - Tic Tac Sports Betting

Description

Responsible to supervise the day-to-day operations and staff that provide a frontline customer service experience to punters for sports betting purposes in line with professional standards, operational excellence objectives and gaming regulations.

• Grade 1 3Year Diploma or Degree in Business Management would be advantageous

• Minimum of 2years cash desk / count experience in the gaming industry
• Minimum of 12 years sports betting experience in a supervisory or management position

• Ability to work shifts that meet operational requirements including weekend work and public holidays
• Prepared to work in a gambling environment
• Meet the requirements for a key gaming license (Bookmaker's license)

• English verbal and written communication skills
• Numerical skills (calculations)
• Understanding of the company processes and regulations
• Cash / credit transaction knowledge
• Detect fraudulent currency FICA threshold and suspicious transaction reporting
• Cash desk equipment usage and maintenance
• Cashiering administration
• Proficient computer skills (MS Excel)
• Dealing with Customers (including conflict handling skills)
• Attention to detail
• Checking (accuracy in the handling and recording of transactions)
• Following Instructions
• Emotional resilience (ability to handle stressful situations)
• Honesty in the handling of cash
• People Supervision
• Presentable
• Polite and Friendly disposition
• Problem Solving

• Check cash desk and the company retail operating areas and ensure all equipment is functioning and ready for service.
• Communicate and followup on the correction of any equipment faults or defects prior to the start of the shift
• Check cleanliness of customer service areas
• Conduct daily cashdesk reconciliations
• Complete supporting documents
• Review duty checklist, prioritise and action as needed
• Maintain cash levels during service to mitigate risk and cater for demand
• Report and investigate error tracing or cashier variances with Surveillance
• Process unresolved variances
• Verify suspicious transactions and report as required
• Assist with complicated and escalated transactions
• Transactional requirements and responsible gambling information are displayed at all customer points as per regulations.
• Collaborate with marketing to develop awareness and promote the company
• Participate and provide support to the team with regards processing of bets and other cash transaction if required

• Manage staff conditions of employment, e.g., attendance, absenteeism, leave, adherence to policies and procedures
• Consolidate and analyse of productivities
• Consolidate employee training
• Perform on the job training and coaching to close developmental gaps
• Manage employee relations within the department
• Staff communication and motivation
• Performance contracting, reviews and development
• Provides resources and removes obstacles to performance
• Recruitment of employees
• Onboarding of new staff members

• Conduct market analyses to understand market segment and provide customer service and product offerings that are relevant and innovative
• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the outlet that will support the company brand loyalty as the brand of choice
• Be present on the floor during promotions or functions
• Provide postmortem feedback with regards promotions to ensure these are always relevant and effective
• Conduct staff training on promotions (including promotion information, functions, facilities, etc)
• Shift handover ensures that staff have sufficient insights and information required.

• Grade 12 (matric certificate required)
• Tertiary education (an advantage)
• Previous experience in a betting company
• SA ID or Passport and work permits
• SA Bank account