Oversee daily operations, ensuring agent productivity and adherence to schedules;
Monitor agent performance, providing real-time support and feedback;
Conduct regular team meetings for updates and training reinforcement;
Review customer interactions to maintain compliance with quality standards;
Track key performance indicators (KPIs) such as response and resolution times;
Handle escalated complaints and complex issues and ticket process in case of emergency;
Lead and participate in projects to improve support operations;
Manage project timelines and deliverables;
Report on project progress and outcomes to senior management.
Proven experience in a leadership role within the gambling or customer support industry;
Fluent in English (written and spoken);
Proficiency in customer support tools and technology;
Knowledge of industry regulations and best practices.
Strong leadership and team management skills;
Excellent communication and interpersonal abilities;
Analytical skills for data-driven strategic planning;
Problem-solving skills.
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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