Cs Shift Leader Bwin Spain

**About The Role**:
**Purpose of Role**

Manage and coordinate the daily CS operation to ensure that the resulting staff schedules are closely aligned with the needs of the business, customers, and employees. To plan, manage and monitor the available resources to enable the excellent accessibility for customers at all times.

To define the gaps and advice the possible changes for improvement.

To monitor transaction volumes, resources, and technology on a real time basis, and to intervene with recommended solutions that match the changing requirements on a daily basis.
- Monitor and manage the real time resource levels through the available technology and workforce to recommend any required changes in shift patterns. Ensure sufficient coverage of respective queues cross the teams and locations.
- Update schedules real time in accordance with business requirements
- Monitor schedule adherence and discuss issues with the relevant stakeholders
- Monitor the effectiveness of communication systems in conjunction with the IT department and recommend and implement changes where required
- Administer the activity management for different Service levels
- Follow-up on incidents/events and their impact on each desk

To advise, consult and escalate appropriate case handling through the proposal of actions or take an action in order to increase the efficiency and quality of customer service operations
- Conduct daily shift start up meeting in order to provide the current operation status and information about new processes and procedures
- Proactively propose solutions based on data analyses results with the aim of increasing quantitative and qualitative KPIs results
- Monitor daily case handling by agent, act as 1st escalation point and highlight potential the threats and also opportunities for improvement to management or relevant department (i.e. RG)
- Work in co-operation with management, and the CS Planner & Analyst to advise about the most efficient and effective mix of skill-sets, resources usage, optimal call and chat -routing, staff planning and other areas of efficiency gains.
- Provide deep dives on CS numbers and business trends and impact of possible changes in the customer service operations.
- Provide the daily operation summary of the day

To cooperate on development, maintain and enhance customer service processes in order to provide management with clear, concise information and proposal of action to enable informed decision-making
- Actively participate on process development, in conjunction with CS Management, to enable real-time identification and effective responses to unexpected changes in intra-day incoming volumes.
- Evaluate current processes and identify the gaps as a space for improvement
- Cooperate with other departments to ensure process consistency within all departments

**Additional Information**:
Essential
- Higher education degree
- English language - advanced (fluent speaking & writing), other language is a plus
- MS Office, in particular Microsoft Excel
- Flexibility and shift work is required

Preferred Experience and Knowledge
- An experience in the contact service environment is a preferable advantage
- An online gaming experience is a plus

Required Behavioural Competencies

FUNCTIONAL COMPETENCIES
- Analytical Thinking
- Decision Making
- Verbal & Written Communication
- Planning & Organising
- Managing Results

FIXED COMPETENCIES
- Teamwork
- Continuous Improvement
- Helicopter view