Betting Connections Recruitment Solutions



Junior call centre manager H/F

21 novembre Mali CDI €10000 - €70000 per annum

The Call Centre Manager will be responsible for leading a small team of Scandinavian customer service agents that offers a highly professional service to its customers. You will be a natural leader and team player that will inject energy and enthusiasm into everything you do.
This role requires someone with a proven track record of managing a team that is customer focused. You may currently be in a Call Centre Manager job, Customer Team Leader job and be seeking something a little different. This is a fast paced, evolving business, so requires someone that is flexible, creative but ultimately has strong leadership skills.

Experience and Knowledge Requirements:

Essential Requirements:

* 1-2 years of professional experience in Online Gambling Support
* Leadership skills
* Training skills
* Problem-solving skills
* Operational knowledge
* Identify call centre improvement opportunities to increase effectiveness and efficiency.
* Disseminate new product information to the agents.
* Keep track of attendance, daily statistics, paid time off, sick time, etc.
* Interview and hire staff. Assess needs/plan ahead.
* Develop schedules with agents each month to ensure call centre objectives are covered.
* Administer training programs for new hires and existing staff.
* Work with management on refining and scheduling appropriate training sessions.
* Develop training documents that support call centre operations.
* Meet with human resources to review staffing levels and employee issues.
* Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
* Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices