Customer Service Team Leader

Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history - names such as Ladbrokes, partypoker, bwin and Coral.

Manage the Customer Service team to provide prompt, relevant and accurate information to the customers within the agreed timeframes. Ensure to explore the expectations and needs of the business, customers, and employees in a structured way. Continuously look for opportunities to improve efficiency and effectiveness in order to deliver exceptional customer experience

Key responsibilities:
People Management
- Understands and explains results and follows up with actions
- Gives instructions to complete tasks and explains why
- Provides feedback on results and task completion
- Provides encouragement and recognition for outstanding performance
- Is open to employee concerns, suggestions and feedback
- Gives development opportunities
- Acts as a role model and sets a good example

Communication
- Conduct monthly 121 meetings in order to listen agents, provide the feedback, discuss agent’s performance (focus on quality and productivity) and development areas
- Provide deep dives on performance of team members and act accordingly
- Deliver monthly team meetings in order to discuss the team performance, the future opportunities and strategic plans, important updates for the team and CS department
- Conveys the message clearly, correctly and comprehensively
- Work in co-operation with shift leaders, management, and the CS Analyst to advise about the most efficient and effective way how to lead people towards our quality and productivity goals

Coaching
- Gives others the opportunity to put forward and elaborate ideas
- Provides open and constructive feedback about the learning process
- Stimulates others to find own solutions to overcome problems
- Shares interesting, educational experiences
- Encourages others to learn from mistakes and failures
- Enables others to develop by delegating tasks and responsibilities to them that slightly exceed their limitations

Managing Results
- Continuously looks for opportunities to improve efficiency and effectiveness
- Is decisive and action-oriented

Projects, Initiatives, Improvements
- Participates on projects and initiatives in order to look for ways to make company better long-term
- Investigates and takes action to meet customers' current and future needs. Demonstrates boldness and courage to try new approaches.
- Cooperates with other departments to ensure consistency within all departments

Specialist skills & experience
- Completed school education. University degree is a plus.
- English language - advanced (fluent speaking & writing), German language on C1 level is a must
- MS Office, in particular MicrosoftExcel
- Flexibility and shift work is required
- An experience in the contact service environment is a preferable advantage
- Functional Competencies - Assertiveness, Empathy, Planning & Organising and Decision Making
- Fixed Competencies - Teamwork, Continuous Improvement and Helicopter view

Competencies/Behaviors
- Motivated to achieve goals.
- Teamwork.
- Know how to deal with stress and work under pressure.
- Empathy.
- Emotion management.
- Analytical thinking

**Tipo de oferta**: Período Integral, Integral/Full-time

**Benefícios**:

- Cartão/Ticket refeição
- Seguro saúde

Horário de trabalho:

- Turno de 8 horas

Requisito de idioma flexível:

- Português Não Necessário

Tipos de pagamento complementares:

- Décimo terceiro salário
- Subsídio de Natal