Lead Customer Service Team Manager
hace 2 días
Kaizen Gaming Group, a leading GameTech company, is one of the biggest in the world, operating in 17 markets with two brands. We leverage cutting-edge technology to provide an exceptional experience for our millions of customers. Our diverse team of over 2,500 Kaizeners from 40+ nationalities spans three continents. Certified as a Great Place to Work across offices and among the Best Workplaces in Europe, we're proud of our #oneteam culture.
Ready to unlock your potential? Let's start with this role. The Lead Customer Service Team Manager is an experienced professional responsible for building, leading, and coaching a team of customer service representatives. Ensuring high efficiency, excellent service, and meeting strategic objectives are top priorities.
Responsibilities:
- Hiring Process: Assist in defining recruitment needs and participate in the hiring process to select talented professionals that align with business objectives.
- Team Management: Coach, mentor, and supervise a team of customer service representatives, fostering a culture of high performance.
- Resource Provision: Provide teams with necessary resources, tools, and processes to perform their jobs effectively.
- Task Delegation: Delegate tasks, remove obstacles, and hold team members accountable for clear roles, responsibilities, and reporting lines.
- New Staff Training: Train and sign off new staff within the allocated time frame.
- Goal Setting: Set clear expectations and goals for the team, linking them to overall business strategy.
- Performance Monitoring: Monitor and review customer service performance, focusing on departmental KPIs (CSAT, TCSAT).
- Performance Reviews: Undertake regular performance reviews, providing feedback on areas for improvement and development.
- Crisis Management: Serve as the escalation point for emergencies or critical issues regarding the customer service team.
- Problem Solving: Anticipate potential problems, identify root causes, and make decisions to overcome them.
- Adaptability: Develop flexible plans to cope with changes and priorities, anticipating high workload.
- Trend Analysis: Monitor market trends and competitors' activities.
- Cross-Functional Collaboration: Work closely with other operational teams to assist with regulated procedures and ongoing duties.
This role requires relevant experience in leading a team in a customer service environment, knowledge of MS Office, MS Outlook, and Internet Explorer, as well as remote management abilities.
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