Support Services Team Manager – Night Shift – Bulgaria

Job Description

Duties include:
Ensure service levels are maintained on a daily basis and has the initiative to act accordingly when service levels drop
Monitor operational activity (volumes, key performance indicators/metrics. corrective action reporting, performance plans, trends, etc.)
Monitor the quality of service channels
Analyse, comment and action accordingly on customer satisfaction, team performance and manager activity reports
Demonstrate an ability to communicate and empathise with customers directly, thereby assisting with the development of team members to deliver best practice resolutions
Act as the Voice of the Customer for the senior management, summarise customer issues and follow up actions
Responsible for all aspects of people management (recruitment, selection, training, performance management, coaching, reward and recognition and motivation)
Manage resources to ensure products/brands/licenses are launched efficiently and with minimum impact on service levels
Develop and leverage strategies to ensure high performance and delivery from team
Responsible for mentoring and coaching team
Be the leader of one focal area related to support goals
Provide monthly reports on team performance and manager activity to the Senior Manager
Handle escalations as per the Group’s policies and procedures
Conduct monthly one to one meetings with each management team member to cover individual performance against KPI’s and other relevant updates
Conduct monthly team meetings to provide relevant updates in a group setting
Performance of other duties associated with assisting customers and team members
Design and/or execute change-management strategies

Skills and experience required:
Passion for customer service
Strong knowledge on Poker/Casino and/or Sportsbook
Excellent People Management and time management skills
In-depth knowledge of internal procedures and policies and multi-channel support, combined with an excellent track record in efficiency and effectiveness
Excellent decision making skills, ability to think on your feet and ability to motivate staff
Strong customer service mentality with first-rate attention to detail
Excellent command of professional writing, spoken communication and listening skills
Self-motivated, and capable of working independently as well as part of a busy global team
Strong leadership skills in a multi-cultural environment
Ability to analyse and review team performance
Ability to communicate expectations and instructions clearly and in a professional manner
Ability to work in a high-volume and fast paced work environment
Knowledge of online social gaming industry
Strong knowledge of MS Office programs
Contact centre experience
Experience managing change at different levels (individual, team, global team)
Excellent communication and presentation skills
Proven record in implementing motivational methods in which to drive performance to the next level
Willing to work night shifts
Supervisor/managerial experience
Educational background/degree in related fields
Additional languages are an asset
High level of proficiency with internal tools and reports
Experience with CRM (Customer Relationship Management) tools