Team Manager

Expira em: 26 dias

Betting Connections

With more than 20 professionals Betting Connections Recruitment Solutions is Malta’s largest iGaming recruitment specialist. Our team of highly skilled recruitment and career consultants are dedicated to providing the best and most personalised service in the industry. We pride ourselves on our ability to fully understand the needs of both our clients and candidates alike, which we achieve through developing long term relationships and our extensive knowledge of both the iGaming industry and recruitment!



Nº de Vagas: 11-20 vagas

Tipo: Full-time

Salário(por ano): Negotiable

Setor: Outros Serviços

Função: Gestão

Região: Malta




What will you be doing?

  • Assure a high quality of customer support at all times, given a stipulated time frame and clear KPI’s
  • Monitor and ensure that quality levels are maintained and communicated to all team members
  • Assess the competencies of your team members to identify their strengths and define ways in which they could reach their full potential on the job
  • Frequent one to one meetings with individual team members if/when required
  • Accountable for CSAT score for all markets related to your team
  • Act as a mentor for CSA’s and leading by example
  • To maintain high levels of product knowledge to ensure appropriate guidance is always offered
  • To support administrative tasks within the team
  • Facilitate smooth communication flow between the Head of Customer Service, Customer Service Operations Manager and all other departments
  • Point of contact for CSA in and outside your team in any issue that needs to be escalated beyond 2nd line
  • Conduct quality assessments and quality spot checks
  • Anticipate and evaluate risks in own department; effectively handle obstacles to achieving set targets and goals
  • Support the Recruitment Coordinator by attending interviews and giving feedback on the best suitable candidates for the respective team(s)
  • Reach goals set by the company end of year

How will you be measured?

  • CSAT targets
  • Live contacts and email response time
  • Leadership skills
  • Communication skills
  • Contribution to the Team Managers' group

What have you done?

  • We're looking for someone with the following skills, knowledge and experience
    • Excellent written and verbal communication skills – e-mail, chat and telephone
    • Excellent team player
    • Sound experience in a Customer Support environment  
    • Ability to work towards targets - Target Driven
    • Good organisational skills
    • Well-developed leadership skills
    • Good problem solving skills - Good listener
    • Can work well under pressure
    • Works under minimum supervision
    • Open to giving and receiving constructive feedback
    • Leads by example
    • Business management skills: understand strategy, business functions, manage conflicts
    • Previous experience in a similar position and a proven track record in attendance and performance

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