Team Lead Customer Support (L1) in Cosmolot

We are looking for an experienced 1SL Team Lead to join the CS 1st Support Line team. This is an opportunity to join the management of a key operational line of support and influence the efficiency of the entire 1st Support Line.

Requirements

• Experience in Gambling
• Experience in team management (Team Lead / Supervisor) from 1 year
• Experience of working in customer support / contact center
• Experience of KPI management (analysis, control, adjustment)
• Skills of load and resource planning
• Experience of conducting 1:1, performance review, evaluation processes
• Systematic work with reporting and analytics
• Experience of process optimization
• Developed communication skills (interaction with related departments and partners)
• Experience of participating in personnel selection (interviews, onboarding)
• High level of responsibility and self-organization

Responsibilities

• Employee exit control and shift work organization
• Ensuring team KPI achievement (SV and agents)
• Conducting regular 1:1 and team motivation control
• Workload planning and calculation of the required number of personnel
• Turnover control and participation in hiring / firing
• Regular reporting (KPI, workload, force majeure)
• Optimizing work processes and updating regulations
• Interaction with related departments and partners
• Giving feedback on product improvement
• Budget control and working with Unitalk

Will a plus

• Experience of managing a team of 15 people or more
• Experience of working with telephony and chat providers
• Experience of launching new processes or work models
• Strong analytical skills
• Knowledge of the English language

Working conditions

• Work in a strong team of professionals and just cool people who will always support; professional growth;
• Remote work format;
• Medical insurance;
• Compensation of sports expenses;
• Psychological assistance;
• Classes in English, German and Spanish;
• 18 working days vacation, paid sick and sick days;
• Regular team building and corporate events for employees;
• Necessary equipment for work.