Backoffice Supervisor

**We are Kaizen Gaming**

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 Supervisor is an experienced Customer Service professional with experience in managing a team. He reports to the Backoffice Manager and is responsible for building, leading and coaching a team of Backoffice Team Leaders - ensuring that his team performs with high efficiency providing excellent service and reaching Kaizen Strategic & Performance objectives.

**As a Backoffice Supervisor, you will**:

- Oversee departmental metrics and data regularly; ensure goals & KPIs are clear to everyone within the team; Monitor team performance against targets and milestones on a regular basis;
- Strive for the optimization of customer experience and efficiency by being up to date with CS trends, tools and practices;
- Anticipate issues during process flows; Build sustainable solutions by structuring themes and teams; Monitor process changes and ensure continuity;
- Monitor performance and be responsible for delivering objective KPIs and milestones on a regular basis in order to be aligned with business and customer needs;
- Responsible for preparing and reporting team SLAs to management and stakeholders and recommending driving changes to Customer Service workflows and processes;
- Coach, mentor and supervise a team of CS Team Leaders, establishing a culture of high performance;
- Provide teams with resources, tools, and processes to do their job effectively;
- Identify training needs & development opportunities for his/her team members in order to enhance their performance, both at an individual and team level, to reach business targets;
- Nurture an engaged team, ensuring an engagement score of your team (direct reports);
- Serve as the escalation point in case of an emergency or a critical issue regarding Customer Service;
- Work closely with other operational teams (Client Services, Trading etc.) to assist them with regulated procedures and ongoing operational duties.

**What you'll bring**
- 2+ years of relevant experience in leading a team in a call center/backoffice environment;
- Solid experience in managing, motivating and developing high-performing individuals and large-scale, remote and diverse teams;
- Superb organizational, communication and interpersonal skills;
- Proven track record of analytical skills combined with effective decision-making capability;
- Customer Service orientation - actively searching for areas to develop effective solutions;
- Fluency in Spanish and English;
- Knowledge of the German language would be a nice-to-have;
- Industry knowledge will be considered a plus.
- **Please submit your CV in English.**

**#LI-Hybrid**

**#LI-PROMOTE**

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