O que procura nos candidatos
You're a born leader with excellent communication and interpersonal skills and a strong ability to motivate others!
You come with extensive knowledge about Customer Service (via both email and live chat) as well as sports betting, casino and the iGaming industry overall - a must!
Being proactive and having a positive attitude is what will take this role to another level. And in addition to that, you bring with you a strong background working in the customer experience field with a strong customer service ethic and great attention to detail.
You're not afraid to share your ideas and suggestions and you are flexible to work on a shift basis.
Que funções irão desempenhar
Recruit new agents with the aim of establishing a proactive team functioning with high standards
Forecast future workload and propose staffing plans to Head of Customer Experience & Customer Experience Operations Managers
Coach and develop your team on their responsibilities, to ensure continuous improvement of group & individual results. Provide consistent and regular development feedback
Set up goals and objectives for your team and follow these up in monthly 121’s
Ensure that team KPIs are met
Report and analyse team performance on daily, weekly and monthly basis
Ensure Compliance and Responsible Gaming procedures are adhered to by everyone
Plan and organise motivational activities
Ensure team members understand how to meet performance expectations and provide ongoing support
Communicate with relevant teams when Payments/Transaction issues arise
Use your excellent communication and interpersonal skills to motivate others
Work in a proactive manner
Quais os benefícios oferecidos
to be discussed