CS Team Leader

Let's start with the role

The CS Team Leader is responsible for employee performance and morale, task allocation, monitoring shift progress, providing help and solutions when needed, addressing and monitoring internal communication, escalating and following up on pending issues.

• Monitor a group of employees’ performances and provide constructive feedback;
• Oversee a group of employees’ performance targets and goals;
• Collaborating with the QC team on qualitative reports (agents/ department development according to the KPI's);
• Collaborating with shift leaders, supervisors, managers & colleagues;
• Allocate tasks & projects to team members;
• Assist in the training of newcomers;
• Create working & vacation schedules; 
• Create weekly & monthly quantitative reports; 
• Anticipate challenges from projects & improve processes; 
• Assist and support agents with any issues they may have;
• Be updated on company's product, promotions, policies and changes;
• Be updated on the customer service trends, tools and practices.  

What you'll bring

• Proven experience in a similar position;
• Good knowledge of the gaming industry will be considered a plus;
• High communication skills;
• High organizational & analytical skills;
• Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient & flexible;
• Leadership skills; 
• Service orientation. Actively looking for ways to help customers (internal/external);
• Excellent MS office skills;
• Fluent English language.

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