The Customer Support Service Team Leader will be responsible customer support team dealing with online sports betting, casino and virtual game products. The main responsibilities include effective resource planning, maintaining all service levels through performing a good quality and coverage of service by supervising agents, monitoring level of service quality, motivating current team members and identifying whether training is needed, problem solving and reporting to the management.
• Assisting HR department in recruitment process
• Induction training of new team members, leaders and agents as well as on-going training and coordination of support team
• Management of Level 2 queries and providing support to agents to solve queries without ticket escalation
• Report and give feedback on performances to Business Management, on bugs and issues to IT-department and Product Management as well as analyse their actual state
• Reach key performance objectives