Customer Service Supervisor

3 Weeks ago • All levels

Job Summary

Job Description

The Customer Service Supervisor will oversee daily operations, ensuring agent productivity and schedule adherence. This role involves providing real-time support and feedback to agents, leading team meetings, and addressing escalated customer issues. The supervisor will monitor customer interactions for quality, track performance metrics, and collaborate with other teams to improve support operations. Managing project timelines and providing updates to senior management are also key responsibilities. The ideal candidate will possess leadership experience, proficiency in customer support tools, analytical skills, and knowledge of industry regulations.
Must have:
  • Leadership experience in gambling or customer support.
  • Proficiency in customer support tools and technology.
  • Analytical skills for strategic planning.
  • Knowledge of industry regulations and best practices.
  • Advanced knowledge of English.
Good to have:
  • Excellent communication skills.
  • Strong leadership and team management skills.
  • Strong organizational and prioritization skills.
  • Ability to work in a fast-paced environment.
  • A collaborative mindset and team-player abilities.
  • Proactive problem-solving skills.

Job Details

Growe welcomes those who are excited to:
  • Oversee daily operations, ensuring agent productivity and adherence to schedules;

  • Work with agents to provide real-time support and constructive feedback on performance;

  • Lead team meetings to share updates and reinforce training objectives;

  • Address escalated customer issues and manage emergency ticket handling when required;

  • Monitor customer interactions to maintain compliance with quality standards;

  • Track performance metrics, such as response and resolution times, to ensure efficiency;

  • Collaborate with other teams on projects aimed at improving support operations;

  • Manage project timelines, deliverables, and outcomes to support organizational goals;

  • Provide regular updates to senior management on support operations and project progress.

We need your professional experience:
  • Proven experience in a leadership role within the gambling or customer support industry;

  • Proficiency in customer support tools and technology;
  • Analytical skills for data-driven strategic planning;

  • Knowledge of industry regulations and best practices;

  • Advanced knowledge of English.
We appreciate if you have those personal features:
  • Excellent communication skills;

  • Strong leadership and team management skills;

  • Strong organizational and prioritization skills to meet deadlines;

  • Ability to work effectively in a fast-paced environment and handle pressure;

  • A collaborative mindset with excellent team-player abilities;

  • Proactive problem-solving skills to address complex issues promptly.

We are seeking those who align with our core values:
  • GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

  • DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;

  • BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.

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About The Company

Here at GROWE, we operate boldly in the iGaming and Entertainment industries, uniting brands worldwide and gathering expertise from diverse markets.

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