We are looking for one more Team Leader to join the Mediterranean Dream Team in our multiple Award-winning customer service team. Are you a driven and dynamic individual who has the ability to guide, mentor and lead a team? 

The role as a CS Team Leader involves general responsibility for your assigned team to work towards achieving individual, team and department-oriented goals. The goals include efficiency/productivity targets as well as quality targets. 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! Flexibility and adaptability to embrace new challenges is key. 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 CS procedures and within Operations.

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.
• Hold individual 121s with direct reports that are part of your team monthly, 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.
• Assist the Head of Customer Support, Customer Service Managers, Complaints Manager and trainers in their tasks.

• Excellent communications skills in English and Spanish 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 during stressful situations.
• You have a burning desire to provide the ultimate player experience while great at building a team.