Customer Service Team Leader

 We are looking for a Customer Service Team Leader for Rizk casino, to join us in our Zagreb office!

The Wow

You will be a part of a local team, working to achieve our goal of the best Customer Experience, and experience what it is like to work in one of the strongest companies in the online casino world, where no day is the same.

• 2+ years of experience in leading of a team
• Strong analytical skills with a touch of commercial outlook
• Focus on solving the customer’s problem (what's best for them, not what's easiest for me)
• Patience and persistence
• Excellent communication skills in Croatian and English (Both written and verbal).
• Experienced in multitasking at high paced environment
• A strong motivation to lead the team towards success
  
  

• Full direct management of the agents on a day-to-day basis, with full responsibility regarding their KPIs
• Assist Management with additional projects and tasks
• Collaborate with other members of the Operations team to make sure we work in a unified manner and reach our overall goals
• Hold individual one on one’s with agents on a regular basis to ensure that quality and efficiency is up to standard, together with QA and feedback
• Participate in recruitment, training and onboarding process when required
• Coach and support agents to resolve cases/tickets
• Monitor the performance of the agents and make sure it is in line with the overall goals
• Be responsible for scheduling– accounting for operational work hours, vacation, and sick leave create and maintain schedules for the agents

Your journey will begin by getting to know the user experience through chats and emails (through the glasses of the Agent).
You will sharpen your skills and build knowledge about the casino industry until you have mastered activities that you will perform independently.
Of course, you’ll have the support of operational management and your future colleagues, all the time.