Desk Manager
Desk Manager
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Job Description
Your influential mission. You will...
- Take responsibility for the desks performance progress and achievements by efficiently organizing the working process.
- Provide regular reports showcasing the teams achievements in relation to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Hire and oversee Customer Service Associates conducting interviews for internal promotions.
- Supports team members by sharing knowledge and best business practices.
- Present goals to the team and monitor their performance.
- Prepare and analyze monthly and manpower reports.
- Alerts about problems related to the internet servers or internal systems promptly.
- Follow goals set by the management team and translate them to the team providing clear expectations and guidance.
- Work closely with the Head of Customer Service Division and inform them about any violations.
- Prepare and monitor team schedules following local labour laws
- Communicate all updates to team members and handle internal and external communication.
Qualifications :
Components for success. You...
- Have prior experience as a SM Team Lead or QA within PTMS.
- Have a Bachelors degree in Business Administration Management or a related field.
- Are fluent in English writing and speaking.
- Possess strong proficiency in Microsoft Office Suite (Word Excel PowerPoint Outlook).
- Demonstrate excellent analytical skills to assess performance metrics identify trends and make data-driven decisions.
- Can prioritize tasks effectively manage time and plan work schedules.
- Have exceptional verbal and written communication skills.
- Convey information clearly motivate team members and handle customer interactions.
- Excel in motivational skills.
- Exhibit strong problem-solving skills with a demonstrated ability to address challenges resolve issues and find creative solutions.
- Can encourage teamwork resolve conflicts and maintain employee morale.
- Can delegate tasks effectively to team members based on their strengths and expertise.
- Understand performance management processes including monitoring team performance setting clear expectations and providing constructive feedback.
- Handle multiple responsibilities simultaneously without compromising quality.
- Are adaptable and quickly respond to changing priorities customer needs and business requirements.
- Embrace a continuous improvement mindset encouraging creativity innovation and a commitment to ongoing enhancement.
Youll get extra points for...
- Having experience in managing a team including hiring training and performance evaluations.
- Knowledge in managing operational projects and ensuring successful project delivery.
Additional Information :
How to apply
To apply click Im interested. To submit your applicationyou shouldlog in to your Smart Recruiters account with your @ emailand password and attach your CV. Please apply by 14th of July 2025 23:59.
PLAYTECH MANAGED SERVICES
Established in 2007 in Sofia Bulgaria Playtech Management Services a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals fostering a culture of collaboration respect and support. Specializing in customer support and risk management services for leading gaming platforms worldwide our teams boast industry-leading response times and expertise. At Playtech Managed Services we prioritize the personal and professional development of our team members offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success and in return we invest our passion in them. We provide a fun creative rewarding and inspiring environment where individuals have the freedom to express themselves.
Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
