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Deputy Head of Customer Service Department
vor 3 Monaten
Deputy Head of Customer Service Department
Employment term: Labor ContractJob type: Full-time employee
Deadline: 29.6.2024
Description
UPGAMING is a reliable software provider company consisting of versatile, high-quality and bold features fully adapted to any casinos for their professional functioning. It also ensures its growing and further success. The company is distinguished by high social responsibility and special care for employees. We believe that a happy employee is the guarantee of a successful business, therefore, taking care of the personal and professional growth of the team is our daily activity. UPGAMING invites you to join your team.
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;
Working Conditions:
On-Site; Mon -Fri, (Weekly 40 hr) Workplace: Georgia, Tbilisi"The resume submitted by you, in accordance with the Law of Georgia on Personal Data Protection, may contain personal data, including data of a special category. We would like to inform you that your personal data will be processed by the "Upgaming AG-Georgia Branch" in order to make a decision on employment and, also to determine the eligibility of the candidate for the current/future vacancy requirements and will be stored for a maximum of 5 years."
"The company takes strict measures to avoid direct or indirect discrimination for any reason, including: race, color, language, ethnic or social belonging, nationality, origin, property and rank, status of employment agreement, place of residence, age, sex, sexual orientation, disability, health condition, religion, belonging of any public, political or other type of association, including trade union; marital status, political or other views, or other marks giving rise to prohibit equal treatment and possibilities during employment process and professional activities."
Thank you for your interest and we look forward to meeting you