Spanish Operations Manager

Job Type:
Permanent
Categories:
Customer Support, Operations
Location:
Europe
Salary Description:
Competitive plus bonus and benefits
Posted:
07-May-19
Job Ref:
#13278

A leading, established, multi-brand operator is looking to hire a Spanish Operation manager to be based in either Ceuta or Melilla. The Operations manager will set up, manage and lead a team with a focus on growing the service and operations functions of the company. You will be responsible for overseeing the daily operation tasks including but not limited to first and second line support via Live Chat, Emails and Phone while maintaining high SLA to ensure performance KPI are met, conducting customers KYC verifications and overall Risk/Compliance assessment monitoring to adhere with the company policies and protocols.

Responsibilities
* Develop, supervise and maintain a high-performance Operation centre, including recruitment, training and establish exceptional workflow processes
* Effectively manage team performance and workload related to Customer Support and Risk/Compliance responsibilities as:
o Troubleshooting, assisting and handling customer enquiries whether related to product information, complaints or general information requests in a timely manner
o Ensuring customers enquiries are handled in accordance with the company high service standards
o Conduct KYC verifications and daily risk processes to identify, manage and report suspicious/fraudulent activity
o Ensure the staff is up-to-date with the company policies, procedures and regulatory license requirements

* Monitor the Operation functional KPIs, analyze daily the service delivered to customers and provide periodic reporting to the respective higher management stakeholders
* Collaborate and work closely with other Internal Departments within the organization

Skills and Capabilities
* Minimum 3-5 years of Operation/Customer Service Management experience in eCommerce / iGaming sectors, working in the Spanish market. High advantage for iGaming Experience.
* Understanding of customer relationship management theory and practice
* Excellent communication skills, written and verbal English and Spanish (Mandatory), highly organised and methodical, with excellent attention to details
* Excellent organizational, management and individual productivity skills
* Ability to function as a self-starter with an emphasis on getting things done
* Must be able to work under pressure in fast paced environment
* Ability to problem solve and adapt to changing business requirements
* Experience in recruitment and training
* Strong interpersonal skills with the ability to build relationships across Departments and remote offices
* Devoted person that inspires to excel and achieve all goals and objectives
* Extensive knowledge of MS Office tools and past experience with various CRM Tools

For more information contact fiona@bettingjobs.com

Contact Details:
Tel: 0044 7739903612
Contact: BettingJobs
Email:

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