Deputy Head of Customer Service Department
June 29, 2024
- Workplace: Georgia, Tbilisi
June 29, 2024
Responsibilities
- Accountability for the performance and development of the team leaders and teams assigned;
- Monitor team leaders ’performance and provide coaching;
- Provide weekly, monthly, quarterly and yearly feedback to the team leaders in 1:1 meetings;
- Identify procedures and scenarios for the quality control of products and services;
- Ensure great customer service at all levels;
- Control real-time operations to reach the department's KPI’s;
- Provide feedback to the Head of Customer Service on pain points regarding the team's day to day and process improvement;
- Build trusted relationships with Primary users and Casino brand management, identify their needs, and advocate for them on various occasions;
- Create growth plans for the customer support team, align performance targets with their objectives, and provide guidance on workforce allocation and recruitment strategies to build sustainable operating models for the long term;
- Lead and manage the customer support team;
- Support in the development of training resources, content for webinars, and key documentation management, such as the production of Standard Operating Procedures (SOPs);
- Assist with planning and delivering training for new and existing agents ;
- Hands-on with data analysis: collect, analyze, and report data and information to the Head of Customer Support, and share the important findings and solutions for various situations;
- Communicate professionally with multiple brand teams and different departments within the company to ensure stable and effective understanding;
Requirements
- Minimum 1-3 years of customer support management or management role;
- Customer-centricity mindset with proven tracked relationship management skills to engage with clinical and non-clinical roles;
- Proven leadership prowess, showcasing the ability to inspire, motivate, and guide team members effectively. Proficient in decision-making, conflict resolution, and cultivating a cohesive team culture;
- Solid understanding or knowledge and experience with the Entertainment industry;
- Data-driven with the ability to draw conclusions based on analytic reports and excellent problem-solving with a systematic approach;
- English advanced/native speaker level;
- Proficient in Microsoft Office;
- Great communication, presentation and public speaking skills;
- Organizational and time management abilities;
- Critical thinking and decision making;
- Strong analytical and problem-solving skills.
We Offer
- Fitpass;
- Best career development opportunities in an international company;
- Opportunities for self-development;
- Comfortable working environment with friendly, supportive and motivating staff to help you to succeed;
- Health Insurance – TBC;
- Food Benefit;
