Senior Customer Support Manager

2 semanas atrás

Mato Grosso, Brasil Bullfinch Recruitment Tempo inteiro

**Our client, a pioneer in crafting businesses that deliver unforgettable experiences, is in search of exceptional talent worldwide to bolster their fast-growing team, and they are looking for a Senior Customer Support Manager to join their global team**

**Responsibilities**:

- Establish, implement, and monitor clear goals and KPIs for the department leads of CS Conversion, Retention, Escalation, Shift Management, and QA teams, ensuring timely delivery and adherence to objectives.
- Take ownership of the performance and effectiveness of the CS Conversion, Retention, Escalation, Shift Management, and QA teams, with a commitment to delivering the highest quality customer experience.
- Oversee headcount management and lead recruitment efforts to attract top talent for the CS Conversion, Retention, Escalation, Shift Management, and QA teams, ensuring alignment with the organization’s strategic objectives.
- Conduct proactive data analysis to identify trends and areas for improvement in the CS Conversion, Retention, Escalation, Shift Management, and QA processes, providing actionable insights and recommendations.
- Develop and implement a workforce management strategy that aligns with the organization’s business objectives and growth plans.
- Foster collaboration among the CS Conversion, Retention, Escalation, Shift Management, and QA teams and cross-functional teams to ensure alignment on objectives, share best practices, and address challenges.
- Prepare and present regular reports to management on the performance of the CS Conversion, Retention, Escalation, Shift Management, and QA teams, KPI achievement, and progress toward strategic initiatives.
- Conduct regular one-on-one meetings with leads of CS Conversion, Retention, Escalation, Shift Management, and QA teams to discuss strategies, explore new approaches, and collaboratively address ongoing issues.

**Requirements**:

- 2+ years of experience in a customer service managerial role.
- Fluent in English.
- Experience working in the iGaming/online Betting industry.
- Proven experience in customer service management, with a track record of successfully leading teams and driving results.
- Demonstrated expertise in workforce and shift management, with a history of effectively leading teams and achieving strong results.
- Excellent leadership and interpersonal skills, with the ability to motivate, inspire, and empower team members to achieve their goals and deliver exceptional service.
- Proficiency in using customer service software, CRM systems, and other relevant tools to manage workflows, track performance metrics, and analyze customer interactions.
- Flexibility to adapt to changing priorities and work in a fast-paced environment, with a commitment to excellence and continuous improvement.
- Ability to work various shifts during the week and weekends.
- Outstanding work ethic and reliability.

**Benefits**
- Competitive salary
- Training and development
- International collaboration with our teams based around the world
- Fast-growing business where the sky's the limit for your career

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