Customer Service Team Lead

Há 11 horas

São Paulo, São Paulo, Brasil Betsson Ab Tempo inteiro
Customer Service Team Leader

As Betsson continues to expand its presence in Latin America, we are seeking a highly skilled Customer Service Team Leader to join our team in Sao Paulo. This is an exciting opportunity to be part of a seamless Customer Service function, working towards achieving our goal of delivering the best Customer Experience. With a focus on employee development and growth, you will have the chance to learn and progress within Betsson.

Key Responsibilities:
  • Direct management of the agents in our support team/operational team on a day-to-day basis.
  • Full responsibility for your agents' KPIs.
  • Holding individual one-on-ones with agents on a regular basis to ensure quality and efficiency are up to standard.
  • Coaching and supporting agents to resolve cases/tickets.
  • Monitoring the performance of the agents and ensuring it aligns with the overall goals.
  • Communicating expectations from an agent in their role, both in terms of skills and attitude.
  • Conducting quality assurance checks to ensure 1st line agent competence and adherence.
  • Supporting the Operations team with reporting metrics.
  • Being responsible for scheduling, accounting for operational work hours, vacation, and sick leave.
  • Creating and maintaining schedules for the agents.
  • Handling HR-related tasks, including onboarding and offboarding of agents.
  • Creating a positive team spirit.
  • Collaborating with other members of the Operations team to ensure a unified approach and achieve overall goals.
  • Providing feedback to agents on areas of improvement, both departmentally and individually.
  • Assisting Management with additional projects and tasks.
  • Supporting in onboarding and training new staff.
  • Participating in the recruitment process when required.
What We Offer:

At Betsson, you will have the opportunity to work across our leading markets and collaborate with an excellent Customer Service team. You will also have the chance to progress your skills, develop your knowledge of the iGaming industry, and be part of a multicultural, friendly environment. We value our employees' growth and well-being, and we strive to create a positive and inclusive work environment.

We are looking for someone who is:

  • Experienced in support/operations, with a strong understanding of our internal procedures.
  • Excellent in communication skills, both written and verbal.
  • Able to multitask in a high-paced environment.
  • Motivated to lead their team towards success.
  • Fluent in English, both spoken and written.
  • Able to provide constructive feedback.
  • Capable of handling a group of agents and managing stress in a productive way.
  • Able to work both individually and as part of a team.
  • Familiar with online/casino and sportsbook customers, which is highly advantageous.

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are passionate about delivering exceptional customer service and leading a team to success, we encourage you to apply for this exciting opportunity.

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