Cs Team Leader

hace 7 días

Bogota, Colombia Kaizen Gaming A tiempo completo

**We are Kaizen Gaming**

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in the world, operating in 13 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 2.200 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 Backoffice Team Leader is an experienced Customer Service professional with experience in managing a team. He reports to the CS Manager/CS Supervisor and is responsible for building, leading and coaching a team of Backoffice Agents - ensuring that his team performs with high efficiency providing excellent service and reaches Kaizen Strategic & Performance objectives.

**Responsibilities**
- Assists with defining the needs of a recruitment process and actively participates in the hiring process providing input for the selection of best talent to achieve business objectives.
- Coach, mentor and supervise a team of Backoffice Agents establishing a culture of high performance.
- Provides teams with resources, tools, and processes to do their job effectively.
- Delegates tasks and removes obstacles to get the job done, holding everyone accountable; Makes sure that roles, responsibilities, and reporting lines are clear to each team member.
- Trains and signs off new staff within the allocated time frame
- Sets clear expectations and goals for the team and links goals and KPIs to overall business strategy.
- Monitors and reviews Backoffice performance with a focus on departmental KPIS (CSAT, TCSAT etc.)
- Undertakes performance reviews for all direct reports providing regular feedback on areas for improvement and development to enhance their capabilities and performance.
- Serve as the escalation point in case of emergency or a critical issue occurred regarding Backoffice team
- Anticipates potential problems, identifies the root cause and makes decisions to overcome it.
- Develops flexible plans which can cope with changes and priorities, anticipating high workload.
- Monitors market trends and competitors activity and initiatives
- Work closely with other operational teams (CRM, Client Services, Tradingetc.) to assist them with regulated procedures and ongoing operational duties

**What you'll bring**
- Relevant experience in leading a team in a call center/backoffice environment.
- Ability with remote management.
- Fluency (Verbal & Written) in English & Spanish

**Recruitment Privacy Notice**

Regarding the data you share with us, you may find and read our recruitment privacy notice here.

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