The role of the Team Leader is to provide exceptional customer service to the Group’s customers, support the day-to-day development of team members and to assist the management team with a combination of both ongoing and ad hoc duties in accordance with Group instruction.
This may include but is not limited to the following tasks : handle difficult / complicated issues raised by the Group’s customers, manage escalated cases and issues whilst also dealing with real-time queries, assist with on-the-job training, mentoring and coaching, motivate and influence the support services team to deliver high performing KPI results, meet service level expectations and demonstrate the core company values.
This role may require suitable candidates to work a variety of day, night and swing shifts. This role is also required to provide ad hoc project support when needed by the Group, in accordance with Group instruction.
Ensure service levels are maintained on a daily basis
Monitor and act upon operational activity (volumes, key performance indicators / metrics, performance plans, trends, etc.)
Monitor and act upon intraday shift performance based on dashboards and information reporting
Report, analyse and act upon agent performance output and quality
Responsible for preparing and conducting team and one-to-one meetings, huddles, mentoring and side-by-side coaching, quality reviews, performance appraisals
Act as the Voice of the Customer for management, summarise customer issues and follow up actions
Recruitment selection and testing
Support with reward / recognition initiatives
Handle agent and system escalations, customer queries and regulatory body complaints
Liaise with Realtime function and optimise / amend agent schedules
Provide internal content updates to staff
Act as focal point for inter-departmental queries
Demonstrate an ability to communicate and empathise with customers directly, thereby assisting with the development of team members to deliver best practice resolutions
Manage resources to ensure products / brands / licenses are launched efficiently and with minimum impact on service levels
Develop and leverage strategies to ensure high performance and delivery from team
Other duties or projects as required by senior management
Passion for customer service
Contact centre and / or previous gaming experience
Excellent verbal and written communication and listening skills
A strong customer service mentality with first-rate attention to detail
Ability to thrive in a fast paced, target-driven environment
Self-motivated and able to work both independently and as part of a busy team
Excellent time management skills
Excellent decision making skills, ability to think on your feet and ability to motivate staff
Ability to analyse and review team performance
Ability to communicate expectations and instructions clearly and in a professional manner
Strong all-round understanding of MS Office applications, especially Word and Excel
Supervisor / managerial experience
Strong leadership skills in a multi-cultural environment
Educational background / degree in related fields
Proficiency with internal tools and reports
In-depth knowledge of internal procedures and policies and multi-channel support
Experience with Customer Relationship Management tools
Working knowledge of online social gaming industry
Advanced knowledge of online and / or brick-and-mortar Poker, Casino or Sportsbook
Working knowledge of international document verification, KYC and AML / CFT procedures
Experience in credit card fraud and / or online payment processing merchant systems
Experience managing change at different levels (individual and team)
Proficiency in any additional languages
What’s in it for you?
We aim to be the world’s favourite iGaming destination so we offer a competitive salary and generous benefits package, to reflect your role, talents and experience.
Our benefits include a discretionary annual performance bonus, premium health and dental insurance and a generous company contribution into a private pension scheme each month.
As an advocate of work / life balance, we offer an annual personal interest allowance where we support personal learning outside of working hours;
e.g. driving lessons, cookery classes and circus training. We also have an Employee Assistance Programme where you receive complimentary and confidential support from professionals who offer independent advice 24 / 7.
To support you in developing your skills and career, we will provide ongoing training.