O que procura nos candidatos

HEAD OF OPERATIONS

Malta

Requirements:

Extensive experience of leading multiple operational customer service teams with between 5-10 years experience in a similar role

Extensive knowledge of the iGaming industry

Extensive experience in leading and developing large contact centre teams, including multi-lingual teams

Fluency in Spanish and English languages are a must

Excellent knowledge of contact centre applications & platforms, as well as understanding and experience of operations management

Extensive experience of managing significant partnerships and other third parties

A proven leader of people with very strong interpersonal and communication skills with a focus on attention to detail

Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs

Understands the complexities of political dynamics and uses this to manage relationships and resolve conflict effectively

Experience of influencing at all levels, cross functionally and externally; providing clarity and insight to complex discussions and debates in order to achieve resolution and understanding

Que funções irão desempenhar

Responsibilities:

Fully accountable for Customer Service team operating 24/7

Senior leader accountable for stakeholder engagement across all operational and supporting functions

Ability to convey operational vision to the management team

Provide Inspirational Strategic leadership to firmly endorse a contact centre culture that underpins the beliefs and behaviours of the company

Define the Strategy for Customer Contact Operations delivering innovation for the brands

Instill a culture of high performance and outstanding results where the team are encouraged to perform to their best, including defining and implementing a Reward and Recognition scheme to drive motivation and engagement within Contact Centre

Deliver the daily service levels across all channels 24/7, by working with the Team Managers to ensure expected levels of productivity and KPI’s are achieved

Responsible for high level / complex customer contacts and complaints escalated from Team Managers and Customer Service Agents as required within timescales and own all service-related complaints

Build and Manage relationships with external 3rd party service providers, holding regular Service review and performance meetings

Create & maintain an environment that promotes Responsible Gambling, and controls to ensure that vulnerable customers are protected

Responsible for adherence to all regulatory requirements, e.g. Data Protection Act and Anti-Money Laundering regulations

Awareness of Group policies and procedures and the regulation relevant to the role

Ensure effective risk management processes and controls are in place at all times and appropriate measures implemented to ensure compliance with relevant Group Policies

Quais os benefícios oferecidos

to be discussed