CS Desk Manager
CS Desk Manager
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Job Description
Your influential mission. You will...
- Take ownership of team performance progress and achievements through efficient process organization.
- Set clear goals monitor progress and provide regular feedback to align with SLAs and KPIs.
- Recognize and celebrate individual and team accomplishments to foster motivation and engagement.
- Promote a positive competitive and collaborative team environment.
- Prepare and analyze manpower reports and team schedules in compliance with labor laws.
- Ensure timely reporting and resolution of system-related issues.
- Organize and participate in regular team meetings and departmental updates.
- Support operations by handling customer interactions (chats emails calls) when needed.
- Maintain effective communication across departments licensees and stakeholders.
- Provide timely updates and escalate critical feedback or issues to senior management.
- Represent the company professionally in all internal and external interactions.
- Facilitate problem-solving and consensus-building within the team.
- Present results to corporate clients during daily weekly and monthly meetings.
- Recruit interview and promote Customer Service Associates.
- Monitor individual performance and implement training coaching and development plans.
- Encourage creativity continuous improvement and career growthboth horizontal and vertical.
- Identify and resolve interpersonal conflicts escalating when necessary.
- Collect and analyze quality data to drive proactive solutions and enhance customer experience.
- Participate in regular training sessions and stay up to date with process documentation.
- Adhere to and enforce internal policies including Responsible Gambling AML and Data Protection.
Qualifications :
Components for success. You...
- Hold a bachelors degree in a relevant field (such as Education Communication or HR) or bring extensive proven experience in corporate training and development.
- Have at least 1 year of experience in a similar role ideally within a customer service environment.
- Possess strong knowledge and hands-on skills in customer service operations including inquiry handling problem-solving and customer satisfaction strategies.
- Communicate fluently in English (C1 level) both written and spoken and speak Brazilian Portuguese at a native level with excellent communication skills.
- Demonstrate strong computer literacy especially with MS Office tools (Excel Word PowerPoint Outlook).
- Understand customer service principles and best practices and manage customer interactions effectively to resolve issues and ensure satisfaction.
- Extract summarize and present key information clearly and concisely with solid knowledge of business processes and strong presentation skills.
- Meet performance standards across key indicators including customer orientation quality and excellence job knowledge results-driven mindset professionalism integrity trust and commitment time management and punctuality communication skills and technical aptitude.
- Solve problems with creativity and resilience showing patience and adaptability in challenging situations.
Youll get extra points for...
- Supports risk management tasks and consults with dedicated teams for complex cases.
- Assists in managing operational projects and ensures timely delivery.
- Communicate project status risks and issues both verbally and in writing.
- Provide ongoing feedback to improve operational processes and product offerings.
- Complete additional tasks as requested by management to support business needs.
Additional Information :
Thrive in a culture that values...
- A supportive and collaborative team environment.
- Opportunities for professional growth and development.
- A commitment to innovation and excellence.
- A diverse and inclusive workplace where everyone is welcome.
- Comprehensive benefits and competitive compensation.
HOW TO APPLY
In addition to your CV please add a brief motivation letter covering your goals your current experience in Customer Support Desk Manager or related fields and/or working in a corporate environment. You can write it in the comment section at the end of the application page (under your message to the hiring manager).
TEAM NAME HERE
Join the team at our new Brazilian Playtech Managed Services (PTMS) office where we work together to support and enhance our live products and services. Be part of a global dynamic and innovative team that values collaboration continuous learning and excellence.
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
