Customer Support Shift Lead
We are looking for a Customer Support Shift Lead!!!
Enter the Game and join our team to make your adventure begin!!!
Key Responsibilities of the Role
- Work separation during the shift between agents
- Supervising ongoing chats and calls Supervising breaks and absences
- Dealing with hard cases (Jira tasks & hard customers)
- Do regular shift performance evaluation
- Oversee day-to-day teams' operation and performance
- Create a healthy and motivating work environment and atmosphere
- Develop a well designed and motivating evaluation program for the team
- Monitor team performance and report on metrics
- Provide Monthly/ weekly/ daily reporting to the management
- Discover training needs and provide/ organize proper coaching
- Resolve any issues or conflicts during the shift
- Deal with hardest customer complaints
- Update any new information to the staff and follow up on the right usage of it
- Keep working by exact procedures and suggest the new ones
- Work with the Regional team and Marketing
- Organize Quality improvement sessions every week or month
- Report with common issues reduction proposals
- Delegate tasks on the Jira board
- Ability to work a flexible schedule as assigned
- Provide daily reporting on shift performance
Our expectations
- 2+ years of experience in the gambling sphere
- 2+ years of experience in customer service
- 1+ year of experience as a supervisor or similar responsible role
- Excellent knowledge of Armenian is a must (both verbal and written)
- Good knowledge of English or Russian (both verbal and written)
- Reporting skills
- Familiarity with Jira and any chat tool is an advantage
- Critical thinking and problem-solving skills
- Good time-management skills
- Great interpersonal and communication skills
- Good PC skills
- Ability to work day and evening shifts
Role Benefits
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Competitive experience-based salaries
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Performance bonus
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Employee and family medical insurance
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Upskilling and reskilling trainings
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Social events, corporate parties
- 4 day offs in a year
- Transportation
Good luck! The game is on!
Please notice that we have moved to Caucasus Complex.