CUSTOMER SUPPORT & VIP TEAM MANAGER

Job Type:
Permanent
Categories:
Customer Support
Location:
Eastern Europe
Salary Description:
Salary based on experience
Posted:
22-Nov-16
Job Ref:
10304


CUSTOMER SUPPORT & VIP TEAM MANAGER
Department: RETENTION
Position Reports To: COO

Role Purpose: supporting and developing the CS & VIP teams and administrative staff, while keeping a focus on day to day service delivery. This role will also involve initiating process-improvement projects and assisting management and other departments to improve the customer experience and conversion rates.
Location: Eastern Europe

KEY RESPONSIBILITIES
• Managing a high performing teams of customer service agents, sales and VIP who will be measured across both customer service levels and commercial targets
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Daily, weekly and monthly VIP player activity monitoring and reporting; wagering, revenue, win/
• Together with marketing and analytics team generate and organize weekly potential, active, lapsing and lapsed VIP lists for contact and liaise with VIP CSR’s to ensure players are contacted in a timely and appropriate manner, with appropriate offers and treatment.
• Set up comps and bonuses for VIP players according to guidelines.
• Initiates process-improvement efforts and assists in the implementation of business processes. Establishes and communicates service metrics; monitors and analyses results;
• Drive and focus on the day to day service delivery
• Defines and manages metrics to manage team leader, individual CS agent performance, VIP managers and customer feedback when appropriate reporting back to the management team.
• Recruitment of agents alongside with the team leaders all new staff.

JOB REQUIREMENTS
• 3+ years’ previous experience in online gambling in leading and managing customer support, sales and VIP teams.
• Deep understanding of the online casino industry
• Proven capability of responding readily and flexibly to changes.
• Demonstrated strong track record of problem-solving and very strong analytical skill capability as he/she will be required to look at and find solutions for a variety of operational problems
• Ability to work in a methodical and organized manner is essential
• Excellent interpersonal and communication skills. A real and true team player!
• Deadline and target driven

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: BettingJobs
Email:

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