Position ID: 29.918

Support Operations Team Leader

Reports To:     Support Operations Manager

Department:  Support

Location:        Bucharest

Role Purpose: Responsible for the effective daily running and development of the Shift Supervisor team. The Support Operations Team Leader must ensure that the Shift Supervisors are providing a high quality level of service and support to our internal and external customers, and ensure that the SLAs are being met.  


Ø Manage and develop the Shift Supervisor team (QA, appraisals, training, absence, lateness etc.) and report to the Support Operations Manager on this

Ø Oversee the Daily Report as well as daily Shift Supervisor duties and projects, ensuring that established procedures and internal updates are adhered to by all Shift Supervisors.

Ø Ensure that incoming contacts from various contact channels are managed effectively so that the SLAs are met, and that issues of Operational significance (such as high abandon rates) are brought to the immediate attention of the Support Operations Manager.

Ø Ensure that effective and ongoing communication is maintained with the Shift Supervisor teams in Gibraltar and Antigua and all call centre sites coordinate their activities to achieve optimal results.

Ø Devise procedures for efficient handling of tasks coming from internal and external customers of the Shift Supervisor Team

Ø Work closely with Resource and Planning Coordinator to ensure daily resources meet demand. Support and cover for the Resource and Planning Coordinator to ensure daily resources meet demand and agents requests are handled in a timely manner

Ø Develop Supervisor schedule to ensure sufficient business coverage

Ø Approve Shift Supervisor vacation requests in the absence of the responsible Shift Supervisor. Check and approve the Shift Supervisor’s time sheets.

Ø Act as the first point of contact for the Shift Supervisor team and deal with professional or personal emergencies that arise.

Ø Work as part and alongside the Support Management Team.

Ø Consistently review Support and Shift Manager procedures to ensure efficiency and optimization of time

Must have/Essential Skills:

Ø Minimum of 1 years’ experience as Senior Shift Supervisor or above within Contact Centre and/or previous Management experience.

Ø Analytical/reasoning ability.

Ø Ability to assess situations quickly under stressful circumstances.

Ø Able to identify employees’ needs.

Ø High understanding of company’s products and software and the way in which contacts are handled.

Ø Excellent verbal and written communicator.

Ø Influencing and assertiveness skills.

Ø Independence and ability to work under pressure. Excellent organization skills with the ability to meet deadlines.

Ø Dependable and trustworthy.

Ø Team Player with the ability to motivate self and others.

Nice to have/ Desirable:

Ø Experience in dealing with challenging customers.

Ø Experience in the gambling and e-gaming industry; internet e-business.

Ø Experience in working with Oracle Service Cloud, Genesys and Kronos software

Ø Previous management experience

Ø Advanced knowledge of the Support Department products, policies and procedures.

POSITION | Support Operations Team Leader | Position ID: 29.918

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