As a Customer Support Service team leader, you will be responsible for your customer
support team for online sports betting, casino and virtual game products. You are responsible
for ensuring all service levels through performing a good quality and coverage of service by
supervising agents, effective resource planning, motivating team members and reporting to
the management. In addition to your day-to- day activities, you have to identify training needs
and monitor service level quality.
Coordinate and schedule your support team.
Manage 2 nd Level queries and help your agents to solve queries without ticket escalation
Report performances to Business Management
On-going coaching and training of the agents and new team leaders
Report and give feedback of bugs and issues to IT-department and Product Management.
Analyse actual state.
Review applicants and work with the HR-Department on the hiring process
Reach agreed performance targets
Experience in online gaming customer services (3+ years)
Experience in sports betting or casino customer service
Professional communication skills
People management experience within a customer focused environment.
Commitment and passion to provide high quality service
Experience of developing and improving processes and procedures
Experience and excellent communication, resource planning and organisation skills
Analytical and statistical reporting skills
Fluent in either German or Turkish both spoken and written are essential
Working and living on the sunny island of Malta
Dynamic and Fun events
A competitive salary
Fresh lunch served on a daily basis
Office in central location
Assistance in finding accommodation