Customer Service Team Leader
Maxent Ltd, Malta
Job Description
A great team leader is there to create an environment where people can meet their potential, provide direction and guidance whilst recognising the team’s strengths and weaknesses.
The team leader communicates the company’s values and goals to the team, therefore must understand company objectives and stay on top of industry news and trends. You will analyse and delegate tasks, set goals, keep the team on course and provide regular team updates to the CS manager.
WHO ARE YOU?
A Mentor
The role of a mentor includes identification of potential of each team member, assisting in their development, by sharing knowledge, skills and insights, giving valuable feedback and support. The Team Leader must stand by the team and be easily available.
A Coach
Coaching helps to improve the performance of the team. The Team Leader must be able to inspire the team to success, which is done by setting expectations, explaining what the team needs to accomplish. The Team leader provides regular feedback to the team, followed by continuous support and guidance.
Team Advocate
The Team leader serves as a team advocate, ensuring that the team has all the necessary resources, removing roadblocks and overcoming obstacles in order to complete task. Listening to team feedback and implementing that feedback into an improvement and development plan is also a big part of this role.
WHAT’S THE JOB?
- Lead and manage the agents in day to day activities, ensuring team/department KPI’s amp; SLA’s are met and a high quality of service is given to customers at all times
- Ensure that customers get the best experience when communicating with our support team, and that all communication with customers is done with genuine empathy and respect
- Ensure that all customer issues are resolved in a timely manner and that all escalations are being proactively followed up
- Clearly communicate the company’s vision and goals to the team. Ensure that all company, departmental and individual objectives are clearly identified and communicated to all team members
- Create personal improvements plans and/or personal development plans, to manage the team performance
- Work closely with the CS Manager regarding team and/or individual training needs.
- Be part of the recruitment process of new agents and able to conduct interviews when needed
- Provide regular feedback on the team’s and individual’s performance to the CS manager
- Ensure that the team is abreast with all marketing promotions, special offers and product updates
- Manage team productivity, drive team development to maximize performance
- Liaise with other departments that have a direct impact on the customer journey to decrease the number of contacts coming to Customer Support team by addressing the bottlenecks.
- Address issues from players with game providers when necessary.
- Assist in the implementation of new processes in order to increase efficiency, quality and productivity of the Customer Support team
- Create and maintain the weekly team roster, ensuring that all shifts are covered according to the incoming volume
- Replace CS agents when necessary, sometimes finding replacements during weekday or weekend shifts to always ensure full cover
- Being availability online (via Skype or mobile) whenever necessary
- Assist in the planning of team building activities
- Train and monitor new employees during the initial period of their employment.
- Motivate the team members by giving constructive feedback through regular 121 and team meetings
Requirements
- You have previous customer support experience, with vast knowledge about iGaming and online casino.