Job Details: Head of Customer Operations (Ireland)


Betting Connections

Falcon House
Malta Sliema
http://bettingconnections.com/
Please contact: Bertrand
With more than 20 professionals Betting Connections Recruitment Solutions is Malta’s largest iGaming recruitment specialist. Our team of highly skilled recruitment and career consultants are dedicated to providing the best and most personalised service in the industry.

We pride ourselves on our ability to fully understand the needs of both our clients and candidates alike, which we achieve through developing long term relationships and our extensive knowledge of both the iGaming industry and recruitment!

We operate throughout most European countries and all of the iGaming hubs across the globe, currently providing support for the industry’s leading operators and suppliers! We are 100% committed to making that perfect match between employers and jobseekers across all functions within the industry.
Head of Customer Operations (Ireland)
We have an opportunity for an experienced Customer Service Manager to lead, manage and direct the team. The successful candidate will be a customer centric expert, who is tech savvy, operationally competent and commercially driven.

Responsibilities:
• Manage and grow the Customer Service team to ensure adequate cover for 24/7 operation
• Manage and drive quality initiatives, process change initiatives and other initiatives required for a company in a continual growth phase. Define and manage metrics to manage team, individual CS Rep performance, and customer feedback when appropriate reporting back to the management team
• Recruit, train and manage CS Reps
• Manage Chat, email and phone workflow for the team
• Define and communicate quality and productivity goals specific to the team
• Ensure high compliance to operational processes and policies
• Measures performance, provides feedback, hold Associates accountable for their performance
• Conduct regular 1-2-1s' with CS Reps.

Ensure all Service Levels are met for the website he/ she is supporting by:
• Monitoring actual staffing levels against plan
• Dynamically monitor Service Levels and taking the relevant corrective actions as required

Drives team to high level of achievement and meet CS goals by:
• Delegating effectively and maintaining great motivation levels in their group
• Being Escalation Point for Customers Requests
• Recognising, reporting and solving of problems concerning the technical procedures

Supports Operational Excellence by:
• Constantly improving workflow and operational processes
• Leading process-improvement efforts and manage the implementation of both business processes and technical solutions
• Applies best practices from and share best practices with counterparts
• Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution
• Ensures that all Learning initiatives are completed in a timely manner (as required by corporate, department, or site initiatives)

Requirements:
• Experience of leading and managing a large fast-paced metrics and quality driven Customer Service team for a successful sports betting and gaming company
• Fluent English with demonstrated superior communication skills (written and verbal);
• Ability to organise, manage, and communicate across all position levels and departments;
• Technical Expertise: in-depth knowledge of planning and analysis; solution driven approach to system and process; advanced computer literacy (Excel, Access, PowerPoint, Outlook, Word).
• Oracle/ SQL desirable
• Proven capability of responding readily and flexibly to changes
• Goal driven, target orientated, able to step back and look at the bigger picture, the person will also be able to manage ambiguity with their sleeves rolled up, and prepared to get involved
• Excellent organisational skills and attention to detail
• Demonstrated ability to manage, motivate, and influence work & team behaviour
• Demonstrated strong track record of problem solving and very strong analytical skill capability as he/ she will is required to look at and find solutions for a variety of operations problems.
• Proven decision making skills - look at the difficulty - and fix it. Ensuring effective and timely decisions on a regular basisWe have an opportunity for an experienced Customer Service Manager to lead, manage and direct the team. The successful candidate will be a customer centric expert, who is tech savvy, operationally competent and commercially driven.

Responsibilities:
• Manage and grow the Customer Service team to ensure adequate cover for 24/7 operation
• Manage and drive quality initiatives, process change initiatives and other initiatives required for a company in a continual growth phase. Define and manage metrics to manage team, individual CS Rep performance, and customer feedback when appropriate reporting back to the management team
• Recruit, train and manage CS Reps
• Manage Chat, email and phone workflow for the team
• Define and communicate quality and productivity goals specific to the team
• Ensure high compliance to operational processes and policies
• Measures performance, provides feedback, hold Associates accountable for their performance
• Conduct regular 1-2-1s' with CS Reps.

Ensure all Service Levels are met for the website he/ she is supporting by:
• Monitoring actual staffing levels against plan
• Dynamically monitor Service Levels and taking the relevant corrective actions as required

Drives team to high level of achievement and meet CS goals by:
• Delegating effectively and maintaining great motivation levels in their group
• Being Escalation Point for Customers Requests
• Recognising, reporting and solving of problems concerning the technical procedures

Supports Operational Excellence by:
• Constantly improving workflow and operational processes
• Leading process-improvement efforts and manage the implementation of both business processes and technical solutions
• Applies best practices from and share best practices with counterparts
• Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution
• Ensures that all Learning initiatives are completed in a timely manner (as required by corporate, department, or site initiatives)

Requirements:
• Experience of leading and managing a large fast-paced metrics and quality driven Customer Service team for a successful sports betting and gaming company
• Fluent English with demonstrated superior communication skills (written and verbal);
• Ability to organise, manage, and communicate across all position levels and departments;
• Technical Expertise: in-depth knowledge of planning and analysis; solution driven approach to system and process; advanced computer literacy (Excel, Access, PowerPoint, Outlook, Word).
• Oracle/ SQL desirable
• Proven capability of responding readily and flexibly to changes
• Goal driven, target orientated, able to step back and look at the bigger picture, the person will also be able to manage ambiguity with their sleeves rolled up, and prepared to get involved
• Excellent organisational skills and attention to detail
• Demonstrated ability to manage, motivate, and influence work & team behaviour
• Demonstrated strong track record of problem solving and very strong analytical skill capability as he/ she will is required to look at and find solutions for a variety of operations problems.
• Proven decision making skills - look at the difficulty - and fix it. Ensuring effective and timely decisions on a regular basis

We need : English (Fluent)

Type: Permanent
Payment: DOE
Category: Customer Service

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