HEAD OF CUSTOMER SUPPORT IGAMING
HEAD OF CUSTOMER SUPPORT IGAMING
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Job Description
Do you want to join a leading international online gaming group
Are you a great manager with experience in customer support
Do you enjoy managing teams and insure great service
A leading online iGaming company is seeking a seasoned consultant to lead a project aimed at improving the performance and operations of their established call centers.
The call centers are primarily based in Central Europe and while the role can be managed remotely periodic onsite visits will be required.
The ideal consultant will have extensive experience in iGaming particularly with Curacao licensebased online casinos and a proven track record of successfully turning around or improving call center operations.
Benefits:
Remote work
Possible to travel on a regular basis
Salary from 3k to 4.5K gross monthly depending on experience
Great working environment
Possibility to explore new ideas develop solutions and implement them
International company with large exposure
Possibility to grow
Key Responsibilities:
- Assess the current state of operations across multiple call centers and identify key areas for improvement.
- Collaborate with existing management to refine protocols improve efficiencies and ensure best practices are followed.
- Provide leadership and strategic direction to shift managers and team leads ensuring smooth daytoday operations while implementing improvements.
- Develop and implement tailored training programs for management and staff focusing on both customer support and sales optimization.
- Analyze KPIs customer feedback and performance data to propose concrete strategies for boosting productivity and customer satisfaction.
- Assist with the creation or refinement of incentive programs aimed at motivating staff and driving performance.
- Review and suggest enhancements to reporting systems and performance monitoring tools.
- Support management in the integration of new tools platforms and technologies to streamline processes.
- Provide ongoing guidance to management until they can independently sustain and continue optimizing operations postproject.
Requirements:
- Extensive experience in managing and consulting for call centers preferably within the iGaming industry and specifically with Curacao licensebased online casinos.
- Demonstrable success in improving or turning around underperforming call centers.
- Strong leadership and mentoring abilities with the capability to guide and train management teams to take over operations postproject.
- Exceptional analytical skills with the ability to interpret performance data and propose actionable solutions.
- Familiarity with iGaming platforms customer acquisition and retention strategies.
- Ability to work collaboratively with existing management teams driving change without disrupting current operations.
- Proficiency in English; additional languages are an advantage.
- Remote work flexibility with periodic travel required to call centers in Central Europe.
Project Duration:
- Minimum project duration: A year with the possibility of extension based on progress and results.
Remote Work :
No
Employment Type
Full Time
