Customer Support Operations Manager

Player Support Services Dublin, Ireland


Job title: Operations Manager 
Internally the job is titled: Operations Manager
Department: Global Support Services
Job status: Full time - Day Shift

Key Responsibilities

  • Ensure service levels are maintained on a daily basis
  • Monitor and act upon operational activity (volumes, key performance indicators/metrics, performance plans, trends, etc.)
  • Monitor, analyse and act upon team performance output and quality, and manager information reporting
  • Provide regular reports on team performance and manager activity to senior management
  • All aspects of people management (team and one to one meetings, mentoring and coaching, study and development, absence management, disciplinary process and personnel issues, performance appraisals)
  • Act as the Voice of the Customer for senior management, summarise customer issues and follow up actions
  • Recruitment interview and hiring
  • Plan and manage team travel budgets and reward/recognition initiatives
  • Develop and leverage strategies to ensure high performance and delivery from team
  • Handle management escalations, customer queries and regulatory body complaints
  • Design and execute change management strategies
  • Review and sign-off changes to policies and procedures
  • Act as focal point for inter/intra-departmental projects
  • Monitor quality of our service channels
  • Demonstrate an ability to communicate and empathise with customers directly, thereby assisting with the development of team members to deliver best practice resolutions
  • Manage resources to ensure products/brands/licenses are launched efficiently and with minimum impact on service levels
  • Other duties or projects as required by senior management

 

Essential

  • People management experience
  • Passion for customer service
  • Contact centre and/or previous gaming experience
  • Excellent verbal and written communication and listening skills
  • A strong customer service mentality with first-rate attention to detail
  • Ability to thrive in a fast paced, target-driven environment
  • Self-motivated and able to work both independently and as part of a busy team
  • Excellent people management and time management skills
  • Excellent decision making skills, ability to think on your feet and ability to motivate staff
  • Strong leadership skills in a multi-cultural environment
  • Proven record in implementing motivational programmes
  • Experience managing change at different levels (individual and team)
  • Ability to analyse and review team performance
  • Ability to communicate expectations and instructions clearly and in a professional manner
  • Strong all-round understanding of MS Office applications, especially Word and Excel
  • Proficiency with internal tools and reports
  • In-depth knowledge of internal procedures and policies and multi-channel support

 

Desirable

  • Educational background/degree in related fields
  • Advanced knowledge of online and/or brick-and-mortar Poker, Casino or Sportsbook
  • Working knowledge of international document verification, KYC and AML/CFT procedures
  • Experience in credit card fraud and/or online payment processing merchant systems
  • Experience with Customer Relationship Management tools
  • Working knowledge of online social gaming industry
  • Proficiency in any additional languages