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Customer Service Team Manager
hace 4 meses
Company Description
Rank International (Part of Rank Group) is a leading online gaming operator in the Spanish markets with an expanding online and offline portfolio focused on bingo, casino and sports betting with 4 leading brands: YoCasino, YoBingo, YoSports and Enracha.
Our goal is to provide entertainment to our customers with our websites and apps so that they can access our products from their mobile phones, tablets and computers. We offer our own bingo and slots software and also more than 2000 games from the best game providers. With offices based in Ceuta, Malta & Spain we always strive to bring joy and security to our customers. Additionally, we will be launching soon in other regulated markets
Look at our careers site to find out more:
Job Description
Join our vibrant team at Rank International We are seeking a Customer Service Team Manager who will play a pivotal role in managing our daily operations and leading strategic projects to enhance customer service processes. This position is crucial for driving team performance, ensuring operational excellence, and maintaining high levels of customer satisfaction.
This position is based in Ceuta and requires the candidate to reside locally, although it includes some opportunities for remote work.
Key Responsibilities:
Leadership and Team Management: Lead a team of customer service agents to achieve excellence in service delivery. Conduct performance reviews, manage scheduling, and ensure all team targets for quality and productivity are met. Directly responsible for the effective hiring, onboarding, and training of new agents to build and maintain a highly skilled and engaged team. Operational Management: Oversee the operational aspects of customer service, including resource allocation, monitoring service levels across all channels, and managing team adherence to schedules. Stakeholder Engagement: Act as a liaison between customer service and other departments to resolve issues swiftly and improve service procedures. Process and Performance Improvement: Regularly assess and optimize workflows and processes. Provide detailed reports on operational challenges and achievements to senior management. Customer Risk Management: Identify and mitigate risks related to player addiction in line with company policies. Escalation and Issue Resolution: Serve as the first point of contact for complex customer issues, ensuring timely and effective resolutions. Service Accountability: Maintain accountability for customer service quality during all servicing hours. Ensure that all customer interactions meet the company's standards for professionalism and effectiveness, and that service levels are consistently upheld.
Qualifications
Fluent in Spanish and English. While not required, proficiency in Portuguese is considered an asset. Experience in customer service management, preferably within the gaming or related industry. Strong proficiency in Microsoft Office and familiarity with CRM systems such as Salesforce or Zendesk are required. Knowledge of Jira software is desirable. Exceptional communication and interpersonal skills, with the ability to lead and motivate a team. Higher educational background is preferred, though not mandatory. We equally value relevant experience and practical skills for successful performance in this role.Personal Qualities:
Leadership: Strong ability to coach and develop a team, with a focus on building high-performing teams. Possesses a strong sense of responsibility, consistently displaying commitment and reliability in all aspects of the role. Communication: Excellent communication skills, capable of handling high-stress situations and resolving conflicts effectively. Problem-solving: Adept at identifying problems, analyzing ways to mitigate risk, and implementing solutions. Resilience: Ability to manage multiple priorities and adapt to changing environments.
Additional Information
#LI-MS1 #LI-Onsite
You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.
Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.
The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.
We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.
