Customer Service Team Leader (Asia) | Gibraltar | On-site
We are BVGroup a dynamic team that's shaping the future of online sport betting and gaming. We're dedicated to fostering a culture of innovation and excellence and as a leading global brand, we're committed to delivering top-tier products and services to our customers.
Purpose of the role:
We are looking for a proactive and driven Customer Service Team Leader to oversee daily operations and lead a team of customer service agents in a 24/7 environment. The Team Leader will ensure that service level agreements (SLAs) are met, agent performance is optimized, and continuous improvements are implemented to enhance service delivery.
This role is critical in supporting both operational excellence and employee development, requiring flexibility and a commitment to maintaining high standards of service at all hours.
Key Responsibilities:
- Shift Supervision: Actively monitor daily shift activities to ensure consistent adherence to SLAs, adjusting resources in real-time as needed.
- Performance Monitoring: Track and analyse agent KPIs on all contact methods (e.g., AHT, FRT, CSAT, QA) to identify trends and areas for improvement.
- Team Development: Provide regular coaching, feedback, and development opportunities to support agent growth and performance.
- Issue Resolution: Act as the first point of escalation for complex or sensitive customer issues, ensuring swift and effective resolution.
- Project Involvement: Lead or participate in initiatives to address gaps or inefficiencies impacting SLA achievement or customer satisfaction.
- Quality Assurance: Conduct regular quality checks on all contact methods including calls and the audits of agent interactions to maintain high service standards.
- Reporting: Deliver accurate and timely reports on team performance, escalations, and operational insights.
- Collaboration: Work closely with other departments to ensure alignment and operational effectiveness.
- Process Improvement: Identify and suggest enhancements to workflows, systems, and procedures for better customer and employee outcomes.
- Team Morale: Foster a positive, inclusive, and accountable team culture focused on collaboration and customer-centricity.
Qualifications & Experience:
- Proven experience in a customer service environment.
- Previous leadership or supervisory experience preferred.
- Strong understanding of customer service KPIs and SLAs.
- Excellent communication, problem-solving, and coaching skills.
- Familiarity with customer support software and tools.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- A proactive mindset with a focus on continuous improvement.
Key Requirements:
- Fluency in English (spoken and written).
- Ability to work in a 24/7 shift environment, including nights and weekends.
- Strong organisational and time management skills.
- Ability to analyse data and generate reports.
- High level of professionalism and customer focus.
How we hire:
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.