Customer Service Team Leader

13 Hours ago • All levels • Customer Service • ~ $32,000 PA

Job Summary

Job Description

Bally’s Interactive is the digital arm of a leading entertainment provider with millions of global players across sports betting, iGaming, free-to-play, and daily fantasy. Brands include Botemania, Monopoly Casino, Virgin Casino, and Jackpotjoy. The Customer Service Team Leader oversees a team of advisors providing best-in-class customer service via calls, live chat, and e-mails. This role ensures the team meets player needs and business objectives for platforms like bingo, slots, and casino games, embracing diversity and striving for player satisfaction.
Must have:
  • Lead and motivate customer service advisors.
  • Ensure team meets KPIs and service levels.
  • Monitor interactions for quality assurance.
  • Conduct performance reviews and set goals.
  • Identify and coordinate training needs.
  • Manage daily operations and resource allocation.
  • Handle escalated customer issues.
  • Collaborate with other departments.
  • Work flexible hours, including evenings and weekends.
  • Proven customer service leadership experience.
  • Strong leadership and interpersonal skills.
  • Excellent communication and problem-solving.
  • Proficiency in customer service software.
  • Experience in fast-paced call center.
  • Experience in online gambling industry.
  • Experience with live chat, email, phone inquiries.
  • Ability to resolve escalated claims.
  • Team coaching and training skills.
  • Native Spanish speaker or equivalent.
  • High level of English, written and spoken.
Good to have:
  • Customer data management tool experience/knowledge
Perks:
  • Annual bonus (up to 10%)
  • Private medical care
  • Enhanced maternity, paternity, and adoption leave pay
  • Ballys Perks discounts
  • Paid volunteer days
  • Store discounts
  • Contributory pension plan
  • Company share scheme
  • Home office allowance
  • Wellness or Gym allowance

Job Details

Who we are

Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, with tens of millions of players across the globe and an unmatched ecosystem of products spanning across the sports betting, iGaming, free-to-play, and daily fantasy spectrum.

Our brands and sites include market movers and shakers like Botemania and Monopoly Casino, Virgin Casino, Jackpotjoy and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

Well, what about the team?

The Customer Service Team Leader is responsible for overseeing a team of dedicated advisors who provide best-in-class customer service across multiple platforms, including calls, live chat, and e-mails. This role is pivotal in ensuring that our customer service team meets and exceeds the needs and expectations of our players while aligning with the business's objectives and targets. Our platforms include bingo, slots, and casino games.

So, what will you be doing?

  • Leadership and Supervision: Lead, mentor, and motivate a team of customer service advisors to deliver exceptional frontline service. Ensure that the team is performing at its best and meeting key performance indicators.
  • Quality Assurance: Monitor interactions with players to ensure adherence to company standards and provide feedback for continuous improvement.
  • Performance Management: Conduct regular performance reviews, set goals, and develop action plans to address performance gaps and enhance team productivity.
  • Training and Development: Identify training needs and coordinate with the training department to provide ongoing development opportunities for the team.
  • Operational Oversight: Manage daily operations to ensure service levels are met and team resources are effectively allocated. Balance workload and maintain high service levels during peak times.
  • Customer Satisfaction: Handle escalated issues and complex inquiries to ensure satisfactory resolution, maintaining a high level of customer satisfaction and brand loyalty.
  • Collaboration: Work closely with other departments to ensure seamless communication and problem-solving, contributing to overall business success.
  • Flexibility: As Customer Services operates 365 days a year, 7 days a week, from 10 am to midnight, this role requires flexibility to meet operational needs.

And what are we looking for?

  • Proven experience in a customer service leadership role, preferably in the gaming or entertainment industry
  • Strong leadership and interpersonal skills.
  • Excellent communication and problem-solving abilities.
  • Ability to work flexible hours if needed to cover for staff absences (exceptionally), including evenings, weekends, and holidays.
  • Proficient in using customer service software and tools.
  • Act as deputy CS Manager when needed.
  • Experience in a fast-paced call centre environment and team management.
  • Experience within online gambling industry, including slots, bingo and casino
  • Experience of handling Live Chat, email and telephone enquiries and resolving escalated claims.
  • Team coaching and Training.
  • Customer data management tool experience/knowledge is a plus.
  • Spanish native speaker or equivalent with high level of English written and spoken.

This is what you'll get

  • Annual bonus of up to 10%
  • Pension plan
  • Health insurance
  • Company share scheme
  • Volunteering days
  • Home office allowance
  • Wellness or Gym allowance

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

Similar Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Skill Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Jobs in Ceuta, Ceuta, Spain

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Customer Service Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, with tens of millions of players across the globe and an unmatched ecosystem of products spanning across sports betting, iGaming and free-to-play.

Our brands and sites include market movers and shakers like Jackpotjoy, Bally Bet, Vera&John, Virgin Casino and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

Ceuta, Ceuta, Spain (On-Site)

Rock Island, Illinois, United States (On-Site)

Chicago, Illinois, United States (On-Site)

Toronto, Ontario, Canada (On-Site)

Chicago, Illinois, United States (On-Site)

Chicago, Illinois, United States (Hybrid)

Toronto, Ontario, Canada (Hybrid)

Toronto, Ontario, Canada (Hybrid)

Jersey City, New Jersey, United States (Hybrid)

Toronto, Ontario, Canada (Hybrid)

View All Jobs

Get notified when new jobs are added by Bally's Interactive

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug