Backoffice Team Leader
hace 2 semanas
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 17 markets.
We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there'll be no average day for you. Ready to Press Play on Potential?
Let's start with the role
The Backoffice Team Leader is an experienced Customer Service professional with experience in managing a team. He reports to the Backoffice Manager/Backoffice Supervisor and is responsible for building, leading and coaching a team of Backoffice Agents - ensuring that his team performs with high efficiency providing excellent service and reaching Kaizen Strategic & Performance objectives.
As a Backoffice Team Leader, you will:
- Assist with defining the needs of a recruitment process and actively participate in the hiring process providing input for the selection of the best talent to achieve business objectives;
- Coach, mentor and supervise a team of Backoffice Agents establishing a culture of high performance;
- Provide teams with resources, tools, and processes to do their job effectively;
- Delegate tasks and remove obstacles to get the job done, holding everyone accountable; Ensure that roles, responsibilities, and reporting lines are clear to each team member;
- Train and sign off new staff within the allocated time frame;
- Set clear expectations and goals for the team and link goals and KPIs to overall business strategy;
- Monitor and review Backoffice performance with a focus on departmental KPIs (CSAT, TCSAT, etc.);
- Undertake performance reviews for all direct reports providing regular feedback on areas for improvement and development to enhance their capabilities and performance;
- Serve as the escalation point in case of emergency or a critical issue regarding the Backoffice team;
- Anticipate potential problems, identify the root cause and make decisions to overcome them;
- Develop flexible plans that can cope with changes and priorities, anticipating high workload;
- Monitor market trends and competitors' activity and initiatives;
- Work closely with other operational teams (CRM, Client Services, Trading, etc.) to assist them with regulated procedures and ongoing operational duties.
What you'll bring:
- Relevant experience in leading a team in a call center/backoffice environment;
- Knowledge of MS Office, MS Outlook, and Internet Explorer and other applications like GA;
- Ability with remote management;
- Availability to work in shifts (24/7), including weekends and holidays;
- Fluency in Spanish and English;
- Knowledge of the German language would be a nice-to-have.
*Please submit your CV in English.
#LI-Hybrid
#LI-PROMOTE
We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation, or age.
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