Reports To: Customer Relations Group Manager
Department: Customer Support
Role Purpose: To ensure that all contacts are managed within the agreed Service Level Agreement and that all Contact Centers operate efficiently to service our members through managing all aspects of the Contact Center operation.
Ø Oversee all aspects of Workforce management, as managed by the Resource and Planning Co-coordinator (schedules, training planning, vacations, absence and lateness reports, Kronos, logins and permissions etc.)
Ø Oversee all aspects of the running of the shifts and tasks distribution, ensuring all manuals and reports are up to date and completed as and when required
Ø Ensure all Crisis procedures are in place and followed, and assume overall responsibility for decisions taken during crisis situations
Ø Monitor all standard Contact Centre metrics and devise strategies to optimize performance of the Contact Centre
Ø Provide weekly, monthly and annual Operational Report, outlining performance against SLAs (and any other reports/statistics as required by the business)
Ø Forecast contact volumes and manpower needs ahead of time
Ø Manage all aspects of the Genesys, Kronos and Oracle ServiceCloud administration and design efficient contact flows
Ø Management and development of all direct reports (QA, appraisals, training and development etc)
Ø Liaise with 888 Israel and Sparkware on Contact Centre development requirements (reports, call flows etc)
Ø Act as point of contact with 888 Gibraltar, 888 Antigua and other global partners
Ø Work as part and alongside the Support Management Team
Ø Provide support and assistance to all US Operations across all locations
Ø Perform optimization to ensure resource is distributed effectively and efficiently.
Ø Provide support and assistance to Business Units as required both in resource and reporting
Ø Work with Business Units to optimize and prepare for campaigns/product launches and recommend improvements and changes to processes.
Key Performance Indicators:
Ø Performance against SLA and Support Department goals and objectives.
Ø Effective management of resources to meet daily demand in all contact channels.
Ø A highly motivated and efficient team.
Ø Performance against SLAs in all contact channels
Ø Smooth and efficient running of the Contact Centre
Ø Member satisfaction and retention
Ø A highly motivated and empowered team
Must have/Essential Skills:
Ø Minimum of 3 years’ experience within a Contact Centre out of which minimum of 2 years in a leadership role (Supervisor/Team Leader/Workforce Manager) and/or previous Management experience.
Ø Confident decision maker
Ø Experience with Contact Centre Workforce Management and Forecasting
Ø Strong analytical and problem-solving skills
Ø Excellent communication skills
Ø Strong leader
Ø Responsible and reliable
Ø Highly motivated with the ability to motivate others
Ø Excellent organizational skills
Nice to have/ Desirable:
Ø Experience within online gaming industry
Ø Experience in working with Oracle Service Cloud, Genesys and Kronos software
Ø Previous Management experience preferred (not specifically at 888).
Ø Knowledge of the Support Department’s key functions.
Ø Excellent understanding of contact center metrics
Ø The suitable candidate will be a strong leader, with the ability to devise strategies, make decisions and implement change initiatives.
Ø The Support Operations Manager needs to think commercially whilst retaining a strong Customer Service Orientation to achieve the overall objective of the department.
Ø Analytical approach. Experience in preparing and reading reports and translating findings into actions.
Ø Strong time management skills, ability to meet deadlines and plan effectively.
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.