We are looking for a new Team Leader for CS Loyalty to join our multiple Award-winning customer service team! Our Biggest players deserve the best attention and service, do you want to be part of a team and make sure we offer the best customer experience in the industry? Is your biggest passion delivering the best customer service and thriving in an environment where you can change a great experience to an outstanding one?

The role as a CS Loyalty Team Leader involves general responsibility for your assigned team to work towards achieving individual, team and department-oriented goals. The goals include efficiency and productivity targets as well as quality targets such as CSAT. The work should be carried out in an efficient, productive and customer focused manner. The role also involves proactively working with issue avoidance, reporting and follow-up. iGaming is a very fast paced environment, and your tasks can change as rapidly as the industry!

WHAT'S IN IT FOR ME?

A chance to work in an award-winning team full of passionate people on top of their game! You will be a part of an exclusive Loyalty team handling the company’s biggest players within Betsson group! Our goal is to continue to encourage the loyalty with our players on our sites and we shall do everything in our power to keep them happy! Working to achieve our goal in continuing to deliver the best Customer Experience in the industry. 

WHO ARE YOU: 

• Fluent in English and preferably at least one more language.
• Excellent communications skills and an eye for detail are a must.
• Handles pressure well, great at multi-tasking and time management.
• Flexible with tasks given to you, knows how to prioritise and keeps calm and focused in stressful situations.
• You have a burning desire to provide the ultimate player experience while great at building a team.
• Understand that this customer segment is crucial for our business and raise any topics that might be of concern or need improvement to be sure necessary actions and processes are in place.
• You have a good understanding of Betsson Group as a whole, and especially the organizational structure and our company values.
• You have excellent understanding of our internal procedures, both within Operations as well as our Commercial teams.
• You have an ability to multitask at high paced environment, and you manage stress in a productive manner.
• You have a strong motivation to lead your team towards success. You are good at providing others with constructive feedback.
• You can handle managing a group of 12-15 direct reports. You work well both on your own as well as a part of a larger team.

WHAT WILL I DO?

• Hold individual 121s with direct reports that are part of your team on a monthly basis, in order to ensure quality and efficiency is in line with our standards.
• Communicate what is expected from your direct reports in their role, both in terms of skills and attitude.
• Perform development talks and salary reviews according to company policy.
• Coach and instruct the members of your team on how to handle their daily tasks and in becoming self-going individual.
• Monitor the performance of the team to make sure it is in line with our KPIs and overall department goals.
• Ensure reporting for the monthly payroll is done within deadlines. Report sick leave, vacation leave and bonus compliance according to company policies.
• Administrate the schedule of yourself and the one of your team to align with our operational needs.
• Work flexible shifts depending on workload and company needs, Being responsible for CS Loyalty team during certain weekends.
• Give feedback to agents, Customer Service Manager & Trainers on areas of improvement both on department level as well as individual feedback.
• Assist the Head of Customer Support, Customer Service Managers, Complaints Manager and trainers in their tasks.

EXTRA AWESOME:

• Previous management experience.