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Cs Team Leader
hace 2 semanas
**We are Kaizen Gaming**
***Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 17 markets with 2 brands (Betano & Stoiximan).
We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.500 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there'll be no average day for you. Ready to Press Play on Potential?
**Let's start with the role**
The CS Team Leader is responsible for employee performance and morale, task allocation, monitoring shift progress, providing help and solutions when needed, addressing and monitoring internal communication, escalating and following up on pending issues.
**As a CS Team Leader you will**:
- Monitor a group of employees' performances and provide constructive feedback;
- Oversee a group of employees' performance targets and goals;
- Collaborating with the QC team on qualitative reports (agents/ department development according to the KPI's);
- Collaborating with shift leaders, supervisors, managers & colleagues;
- Allocate tasks & projects to team members;
- Assist in the training of newcomers;
- Create working & vacation schedules;
- Create weekly & monthly quantitative reports;
- Anticipate challenges from projects & improve processes;
- Assist and support agents with any issues they may have;
- Be updated on company's product, promotions, policies and changes;
- Be updated on the customer service trends, tools and practices.
**What you'll bring**
- Proven experience in a similar position;
- Good knowledge of the gaming industry will be considered a plus;
- High communication skills;
- High organizational & analytical skills;
- Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient & flexible;
- Leadership skills;
- Service orientation. Actively looking for ways to help customers (internal/external);
- Excellent MS office skills;
- Fluent English language.
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