Team Lead, Customer Service​/HelpDesk

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Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
Our global customer base is exploding and we need your skills to support us on this exciting journey! Don’t look back and submit your application before the opportunity passes you by..
** Who we are
** We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain and are constantly expanding and evolving.
** Who we’re looking for
** We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
** Why we need you
** We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

As a Team Manager you’ll be supporting the consistent delivery of efficient, accurate and customer-focused support within the contact centre by leading, coaching and developing a team of Customer Service Hosts to deliver an exceptional customer service experience across multiple channels (chat, email and voice). This will help us excel at providing super class customer service to stay ahead of the game.

Due to the geographical locations we service, please note that this position entails shift work based on the requirements of the organization and its clients.
** What you’ll be doing
** As part of your role, your responsibilities will include:
** People Leadership & Team Development
*** Manage day-to-day operations of a team of Customer Service Hosts.
* Monitor individual and team performance, ensuring productivity, quality, and service targets are consistently met.
* Along with the support of a Quality Assessor, perform regular coaching, performance reviews, and one-on-one feedback sessions.
* Motivate and engage team members through recognition, support, and professional development opportunities.
* Address behavioural or performance issues in line with company policies.
** Operational Management
*** Monitor real-time performance and coordinate with Real-Time Analysts (RTAs) to manage agent adherence, coverage, and queue volumes.
* Ensure alignment with workforce management scheduling and capacity plans.
* Collaborate with the Operations Manager to implement process improvements and manage escalations effectively.
* Ensure compliance with internal procedures, industry regulations, and responsible gambling protocols.
** Customer Experience & Quality Assurance
*** Ensure a high standard of service delivery that aligns with brand values and customer expectations.
* Conduct quality monitoring and provide feedback to improve service interactions.
* Manage and resolve escalated customer issues in a timely and professional manner.
* Act as a point of contact for internal stakeholders in relation to customer support trends or emerging issues.
** Reporting & Insights
*** Track and report on team KPIs, including CPS (Contacts Per Shift), service levels, CSAT, QA scores, FCR (First Contact Resolution), and adherence.
* Identify operational trends and provide insights to the Operations Manager for strategic planning.
* Participate in regular business reviews, sharing team performance updates and action plans.
* This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
*** Essential skills you’ll bring to the table
** The necessary skills that we require for this role include:
* ** Fluent in English and Spanish**; able to communicate effectively (read, write and speak…