Customer Service Team Lead

As Betsson continues to grow across Latin America, we are looking for a Customer Service Team Leader to join us in Sao Paulo! 

The Wow 

You will be a part of a seamless Customer Service function, working to achieve our goal of the best Customer Experience. Not only that, your opportunity to learn and progress within Betsson is limitless!

We want you to excel in the following:

• Full direct management of the agents in our support team /operational team on a day-to-day basis.
• Full responsibility regarding your agents KPIs
• Hold individual one on one’s with agents on a regular basis to ensure that quality and efficiency is up to standard.
• Coach and support agents to resolve cases/tickets.
• Monitor the performance of the agents and make sure it is in line with the overall goals
• Communicate what is expected from an agent in his/her role, both in terms of skills and attitude
• Do quality assurance checks to assure 1st line agent competence and adherence.
• Support in reporting metrics for Operations team.
• Be responsible for scheduling– accounting for operational work hours, vacation, and sick leave: create and maintain schedules for the agents
• Be responsible for HR related tasks with the onboarding and offboarding of your agents.
• Create a positive team spirit
• Collaborate with other members of the Operations team to make sure we work in a unified manner and reach our overall goals
• Give feedback to agents on areas of improvement both on department level as well as individual feedback
• Assist Management with additional projects and tasks.
• Support in onboarding and training the new staff
• Participate in recruitment process when required.

What's in it for me?

Here at Betsson not only do you get the chance to work across our leading markets but also with a team of excellent Customer Service Teams. There will be ample opportunity to progress your own skills, develop your knowledge of the iGaming industry and be a part of a multicultural, friendly environment. We want our employees to embody the value of One Betsson and enjoy the perks of being a Betssonite!

You're good at:

• Worked in support/operations when the team need
• All around product knowledge
• Excellent communication skills (Both written and verbal).
• Good understanding of our internal procedures when it comes to CS, Payments and Commercial Teams
• Ability to multitask at high paced environment
• A strong motivation to lead his/her team towards success
• Speak and write English
• Be able to give constructive feedback
• Is able to handle a group of agents and handle stress in a productive way
• Have the ability to work both on an individual level and be a team player at the same time.
• Knowledge of online/casino and sportsbook customers is highly advantageous.
• Schedule Monday to Saturday.

Extra Awesome:

• Previous iGaming experience 

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