Customer Service Shift Leader
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Job Location:
Birkirkara - Malta
Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Position: Customer Support Shift Leader
Department: Customer Support
Location: Remote - Eastern Europe
Employment Type: Full-Time
About the Role:
As a Customer Shift Leader - Online Casino you will play a pivotal role in overseeing the performance and development of the customer support team while contributing to the continuous improvement of our operations. Building on your experience as a Shift Leader you will now take on a broader scope of responsibilities focusing on strategic leadership team development and cross-departmental collaboration to deliver exceptional player experiences.
Key Responsibilities:
1. Team Leadership and Development
Lead and mentor a team Customer Support Agents ensuring they are motivated and equipped to meet performance goals.
Assist in regular performance reviews providing constructive feedback and actionable development plans.
Identify training needs or collaborate with management to deliver tailored development programs.
Act as a role model fostering a positive and supportive team culture.
2. Operational Oversight
Monitor and analyze overall team performance metrics (e.g. response times resolution times QA scores and CSAT).
Take initiatives in coming up with ideas to improve operational efficiency and customer satisfaction.
Oversee the scheduling and shift planning process to ensure optimal staffing levels.
Handle escalations that require advanced resolution skills or cross-departmental coordination.
3. Process Improvement and Collaboration
Work closely with management to identify recurring issues process bottlenecks and areas for improvement.
Contribute to the creation and refinement of standard operating procedures (SOPs) to enhance team performance.
Collaborate with other departments (e.g. Fraud VIP HR etc..) to ensure seamless operations and resolution of player concerns.
4. Reporting and Communication
Prepare detailed reports as requested by your manager.
Communicate updates new procedures and policy changes to the team in a clear and effective manner.
Serve as the primary point of contact for management during assigned shifts ensuring issues are escalated appropriately.
5. Leadership in Projects and Initiatives
Take ownership of special assigned projects such as implementing new tools launching campaigns or improving workflows.
Participate in strategic discussions / meetings to align customer support goals with broader company objectives.
Contribute to creating a culture of excellence by promoting accountability innovation and teamwork.
Key Skills
- Restaurant Experience
- Food Service
- Inventory Control
- Customer Service
- Employee Evaluation
- Food Safety Experience
- Math
- Shift Management
- Food Processing
- Leadership Experience
- P&L Management
- Supervising Experience
About Company
A rising powerhouse in online gambling and betting weve made our mark in just four yearsand were just getting started. Our success is driven by a team of experts in casino operations marketing and beyond leading innovative projects across casino crypto and game development. More than ... View more
