Team Manager

Who we are

We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands.

At Betway, we're driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain and are constantly expanding and evolving.

Who we're looking for

We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

As a Team Manager you'll be supporting the consistent delivery of efficient, accurate and customer-focused support within the contact centre by leading, coaching and developing a team of Customer Service Hosts to deliver an exceptional customer service experience across multiple channels (chat, email and voice). This will help us excel at providing super class customer service to stay ahead of the game.

Due to the geographical locations we service, please note that this position entails shift work based on the requirements of the organization and its clients.

What you'll be doing

As part of your role, your responsibilities will include:

People Leadership & Team Development

• Manage day-to-day operations of a team of Customer Service Hosts.
• Monitor individual and team performance, ensuring productivity, quality, and service targets are consistently met.
• Along with the support of a Quality Assessor, perform regular coaching, performance reviews, and one-on-one feedback sessions.
• Motivate and engage team members through recognition, support, and professional development opportunities.
• Address behavioural or performance issues in line with company policies.

Operational Management

• Monitor real-time performance and coordinate with Real-Time Analysts (RTAs) to manage agent adherence, coverage, and queue volumes.
• Ensure alignment with workforce management scheduling and capacity plans.
• Collaborate with the Operations Manager to implement process improvements and manage escalations effectively.
• Ensure compliance with internal procedures, industry regulations, and responsible gambling protocols.

Customer Experience & Quality Assurance

• Ensure a high standard of service delivery that aligns with brand values and customer expectations.
• Conduct quality monitoring and provide feedback to improve service interactions.
• Manage and resolve escalated customer issues in a timely and professional manner.
• Act as a point of contact for internal stakeholders in relation to customer support trends or emerging issues.

Reporting & Insights

• Track and report on team KPIs, including CPS (Contacts Per Shift), service levels, CSAT, QA scores, FCR (First Contact Resolution), and adherence.
• Identify operational trends and provide insights to the Operations Manager for strategic planning.
• Participate in regular business reviews, sharing team performance updates and action plans.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you'll bring to the table

The necessary skills that we require for this role include:

• Fluent in English and Spanish
  ; able to communicate effectively (read, write and speak fluently)
• 12 months experience in a customer service/contact centre environment
• 2 years' experience in a supervisory/leadership role
• Strong leadership and people management skills
• Valid work/residence permit for Ceuta
• Strong working knowledge of customer support operations and key contact centre metrics
• Familiar with contact centre systems, CRMs and performance dashboards
• This role require rotating shifts, including evenings, weekends, and public holidays
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

Desirable skills you've got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What you'll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:

• We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Medical insurance
• Life Assurance
• Income Protection
• Pension scheme

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 18 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It's all about putting your experience first and ensuring honesty and fairness in all we do.

Here, your growth is supported and your contributions valued.

Game on