Our client is a fast-growing IT product company operating in the IT and iGaming sectors. We are constantly expanding our team and inviting motivated professionals who are ready to share ideas, collaborate with like-minded individuals, and grow in the online entertainment industry.
More facts:
- Operating since 2019.
- 520+ employees.
Key Responsibilities:
1. Team Leadership & Performance Management
- Organize, supervise, and mentor a team of call center operators.
- Assign tasks, monitor progress, and ensure timely completion of objectives.
- Foster a high-performance culture through motivation and professional development.
2. Customer Service Excellence
- Monitor service quality to ensure adherence to company standards.
- Resolve escalated customer issues and disputes efficiently.
- Enforce customer service protocols and best practices.
3. Analytics & Performance Reporting
- Track and analyze key performance indicators (KPIs).
- Conduct call evaluations to identify trends and improvement opportunities.
- Prepare and present performance reports to senior management.
4. Training & Team Development
- Conduct training sessions and workshops to enhance team skills.
- Provide constructive feedback and performance evaluations.
- Develop and implement motivation and career growth initiatives.
5. Process Optimization & Innovation
- Continuously refine call scripts and operational guidelines.
- Implement new tools and technologies to boost efficiency and service quality.
6. Customer Relationship Management
- Address and resolve customer complaints effectively.
- Analyze feedback to drive service improvements.
7. Cross-Functional Collaboration
- Work closely with other departments to streamline operations and enhance service delivery.
8. Compliance & Data Security
- Ensure strict adherence to data protection and confidentiality policies.
9. Conflict Resolution & Stress Management
- Support agents in handling challenging customer interactions.
- Develop de-escalation strategies, particularly for sensitive cases.
10. Product & Process Adaptation
- Train the team on new products, promotions, and policy changes.
- Quickly implement updates to service protocols as needed.
Requirements:
- Experience: Proven track record as a Call Center Team Lead or Supervisor (experience in iGaming is a plus).
- Leadership: Strong coaching and team management skills.
- Language: Fluent in English (both verbal and written).
- Communication: Exceptional interpersonal and conflict-resolution abilities.
- Technical Skills: Proficiency in CRM systems and call center software.
- Analytical Mindset: Data-driven approach with proactive problem-solving skills.
- Performance-Oriented: Ability to thrive in a target-driven, fast-paced environment.
What Company Offers
Work Environment
- Work in an international IT product company with offices in Poland, Georgia, Greece, Serbia, and Malta.
- Competitive salary with monthly and quarterly bonuses that can potentially double your earnings.
- Fully remote format with the option to visit modern offices.
- Official employment and transparent collaboration terms.
- A flexible schedule that allows for effective time management.
Social Package & Benefits
- 20 working days of vacation, 4 paid sick days, and 1 additional day off per year.
- Medical insurance, compensation for sports activities, and psychological support.
- Free online English lessons with a native speaker.
- An attractive referral program.
- Corporate equipment for a comfortable work experience.
Growth & Opportunities
- The ability to build processes from scratch and fully immerse in the company’s strategy.
- The opportunity to implement your own ideas and develop marketing processes.
- Participation in large-scale projects and major campaigns.
- Professional training, participation in conferences, and corporate events.
Recruitment Process
Initial call/screening with the recruiter of the HR agency.
Review of your resume by the team.
Interview with company representatives.
Job offer.