Customer Support Operations Manager - Night Shift

Player Support Services Sofia, Bulgaria


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

What’s in it for you?

We aim to be the world’s favourite iGaming destination so we offer a competitive salary and generous benefits package, to reflect your role, talents and experience. We’ll also support your relocation if required.  Our benefits include a discretionary annual performance bonus, premium health and dental insurance for you, your partner and your children (providing you all live at the same address), and a generous company contribution into a private pension scheme each month.

As an advocate of work/life balance, we offer an annual personal interest allowance where we encourage personal learning outside of working hours; e.g. driving lessons, cookery classes and circuit training. We also have an Employee Assistance Programme where you receive complimentary and confidential support from professionals who offer independent advice 24/7. To support you in developing your skills and career, we will provide ongoing training. We offer many more great perks such as an annual travel loan, subsidised massage sessions, free drinks, snacks, hot beverages and fresh fruit every single day.

What happens next?

We will aim to get back to you as soon as possible. If you meet the criteria you will be invited to a phone discussion and finally face-to-face/Skype interview.

The Group

The Stars Group is the ultimate owner of industry leading gaming brands such as PokerStars, PokerStars Casino, BetStars, Full Tilt, and the PokerStars Live brands, and through its ownership of Sky Betting & Gaming, a mobile-led leading online gaming operator, licenses the Sky Bet, Sky Vegas, Sky Casino, Sky Bingo and Sky Poker online gaming brands. Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest publicly listed online gaming companies.  This role is in the Group’s Sofia service office in the Global Support Services team.