Customer Support Service Team Leader

Aufgaben:

As a Customer Support Service team leader, you will be responsible for your customer

support team for online sports betting, casino and virtual game products. You are responsible

for ensuring all service levels through performing a good quality and coverage of service by

supervising agents, effective resource planning, motivating team members and reporting to

the management. In addition to your day-to- day activities, you have to identify training needs

and monitor service level quality.

Responsibilities:

 Coordinate and schedule your support team.

 Manage 2 nd Level queries and help your agents to solve queries without ticket escalation

 Report performances to Business Management

 On-going coaching and training of the agents and new team leaders

 Report and give feedback of bugs and issues to IT-department and Product Management.

Analyse actual state.

 Review applicants and work with the HR-Department on the hiring process

 Reach agreed performance targets

Required Skills:

 Experience in online gaming customer services (3+ years)

 Experience in sports betting or casino customer service

 Professional communication skills

 People management experience within a customer focused environment.

 Commitment and passion to provide high quality service

 Experience of developing and improving processes and procedures

 Experience and excellent communication, resource planning and organisation skills

 Analytical and statistical reporting skills

 Fluent in either German or Turkish both spoken and written are essential

Benefits

 Working and living on the sunny island of Malta

 Dynamic and Fun events

 A competitive salary

 Health Insurance

 Fresh lunch served on a daily basis

 Fresh fruits

 Office in central location

 Assistance in finding accommodation

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