BettingJobs are working with a market leading gaming company with a base of operations in Malta. They are looking to grow their team with the addition of a Norwegian Speaking Customer Service Team Lead. The customer service team is at the core of the organisation’s operations so previous experience with customer contact is essential.
The successful candidate will have the ability to motivate and lead a team of talented Customer Service Agents, ensuring a consistently high level of service is received by customers.
• Hire staff with the aim of establishing a proactive team capable of operating to a high standard
• Forecast future workload and propose staffing plans to Head of Customer Service and Support Operations Manager
• Review quality and efficiency of your staff and arrange regular personal development meetings
• When necessary schedule and coordinate the team along with other CS language teams
• Report and analyse team performance on daily, weekly and monthly basis
• Plan and organise motivational activities
• Ensure Compliance and Responsible Gaming procedures are adhered to by everyone
• Responsible for Chat and Email service lines ensuring we adhere to pre-agreed opening times with Brand Teams
• Effectively manage the team, ensuring effective use of resource
• Ensure all activities are carried out in line with the company’s high standards
• Ensure team members understand how to meet performance expectations and provide ongoing support
• Coach and develop staff to achieve continuous improvement of their results
• Develops short term improvement plans for individuals with clearly defined measures of success
• Extensive knowledge in Customer Service via email and live chat
• Sports Betting and iGaming industry knowledge
• Excellent communication and interpersonal skills to motivate others
• Ability to work in a proactive manner maintaining a positive attitude and high attention to detail
• A strong customer service ethic
• Able to work on a shift basis
If this opportunity is of interest to you please apply today or contact firstname.lastname@example.org for more information.