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customer-support
București
Position ID: 2F.825

Bingo Shift Supervisor

Accountabilities: 

  • Initiate communication with all locations to ensure the effective use of resources across all sites, coordinating the current inflow of contacts (email, chat, and phone calls) and requests for assistance from internal customers.
  • Liaise with all the other departments across global locations (Tech, Fraud, Promotions/CRM), and identify situations that need escalating to Product/Promotion Managers or to Senior Management.
  • Liaise with 3rd party going forward
  • Consistently monitor incoming contact volumes per supported channels and make fluid changes in manpower assignments to achieve service level targets.
  • Escalate relevant cases via the ticketing system (iTicket).
  • Escalate relevant cases to Partners
  • Assist call center agents scheduled for a particular shift with complex or unclear queries, and handle escalated contacts from customers in person.
  • Maintain work discipline in the department, including lateness, absence, breaks, noise level, and escalate any recurring issues to agents’ line managers.
  • Provide daily and ad hoc reporting to Senior Management, Partners advising of the current volumes and the actions taken to deal with the volumes. 
  • Assisting the Team Leader in all matters related to Quality assurance and productivity including the preparation and delivery of MSR QAs and the follow-ups of the surveys.
  • Take responsibility for the Bingo Manager and VIP Q queues when required and alert the relevant people when dealing with sensitive or unusual member complaints.
  • Deal with negotiations, legal threats, prevention of chargebacks, and settlement on Member's accounts as required by both lines of business.
  • Handling all customer-related queries via all contact channels (telephone, chat, and emails).
  • To perform additional tasks as required by the Team Leader, Customer Relations Manager, or HOD.


Technical Skills: 

 

  • High level of computer literacy, including the ability to work with in-house tools/software.
  • Good knowledge of Microsoft Office tools including Word, Excel, Outlook, and TEAMS for Business.
  • BARC & CAT must have high-level skills
  • RN Kronos Softphone
  • Experience with Contact Centre tools such as Telephony System, Email Client & Attendance System (Oracle Service Cloud, Genesys, and Kronos desirable). 

 

Key Performance Indicators: 

 

  • Enforcing Call Centre Service Level targets.
  • Resolving escalated cases in a timely manner.
  • Ensure best performance achievements (productivity, quality) from the agents on shift. 

 

 Knowledge Skills & Experience: 


  • Experience from a multi-channel Contact Centre environment.
  • Previous leadership experience.
  • Fluent in English; excellent verbal and written communicator.
  • Reasoning and analytical ability in order to make bold decisions.
  • Good assessment of situations in a pressurized environment.
  • Ability to identify and escalate potential important issues, which can arise from incoming contacts.
  • Ability to build rapport with agents, peers, and managers.
  • Team player, with the ability to work independently.
  • Flexibility.
  • Effective planning and organizational skills.

 

Nice to have/ Desirable:

  • Previous experience in the gambling and e-gaming industry (e-business).
  • Other language skills.
  • Proven track record of improvements suggested in previous roles.
  • Responsible Gaming experience. 

 

Competencies: 

  • Assertive, able to use own initiative, excellent timekeeping, and willing to work extra hours. 
  • Work effectively with internal customers across all locations.
  • Good interpersonal and communication skills.
  • Ability to set an example.
  • Flexible and easily adjustable to new situations and procedures.
  • Efficient planning, organizational, and multi-tasking skills.
  • Customer focus, commercial awareness, trustworthy and reliability.

 

Working Hours:

  • The Support Department operates a variety of 9-hour shifts (with 1 hour paid break included). Shifts could be: 08:00-17:00, 09:00-18:00, 12:00-21:00, 17:00 – 02:00. The Support Team is required to work 5 shifts in any given week with 2 days off (40 hours per week).


Benefits:

  • Competitive salary above industry standards
  • Performance bonuses
  • Meal vouchers
  • Night supplement (25% for night hours)
  • Weekend supplement (10% for weekend hours)
  • Private medical subscription
  • Referral bonuses
  • Possibility of professional development and internal moves within the Company
POSITION | Bingo Shift Supervisor | Position ID: 2F.825

Privacy Policy

The candidate consent that the information in this Candidate Application and any personal information concerning him/her which is obtained by the Company or from other sources, will be held and managed by the Company or on its behalf, and that the Company shall be entitled to use and transfer such information to third parties, including Company’s affiliates, business partners or contractors/service providers, in Romania or abroad, to the extent required while maintaining your right to privacy. The Company undertakes that the information will be used, and transferred for the purposes related to the recruitment process, including assessment of your qualifications against our work opportunities, verification and reference/background checks, communications with you about the recruitment process and/or your application and/or compliance with applicable laws, regulations, legal processes or enforceable governmental requests.

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