Customer Support Team LeaderPosted On: 30 December 2020 LiveScore Lagos
As Customer Support Team Leader, you will be part of a dedicated team based in our Lagos office. Reporting into the Customer Support Operations Manager, this role has the primary responsibility for managing the day to day operation of the Customer Support Sports team. Overseeing inbound and outbound services (telephone, email, LIVE Chat and social media), you will also be responsible and accountable for delivering business KPIs and own the end to end service, quality of service offered to our players, enhancing the customer experience and deliver a first-class customer service by ensuring the team are well equipped and up to date with their knowledge of the products and services we offer.
LiveScore Group is home to the world's largest scores and stats provider, boasting more than 56 million dedicated monthly users, and a sportsbook that truly packs a punch. Delivering live scores, results, tables, news and facts via native apps and an unbeatable website, LiveScore throws the spotlight on football, cricket, tennis, basketball and hockey.
Launched in May 2019, Virgin Bet offers daily price boosts and a huge range of markets across all major sports. Delivering unsurpassable user experience, quality customer service and betting choices galore, we have the perfect line-up to disrupt the sportsbook market.
From now on, sport is at the forefront of our agenda. Whether it be first-in-class designers, leading industry marketeers or technology, we'll continue to make an impact by growing our talent pool across the globe. Taking our products to the fingertips of users internationally, we intend to combine our skills to create the best odds for a bright and lucrative future — and win.
Live and breathe the player experience and sports daily, analysis of incoming contacts, understand the why, put in place continuous improvement initiatives to provide long term resolutions on repeated contact.
Work closely with the Senior Management team and oversee the strategic development of the Customer Sports Operations department to improve the player journey, their experience, and the overall operation
Integrate the new Sportsbook Customer Support team into the wider structure; re-aligning roles and functions wherever and whenever required
Constantly review and optimize the operating model (People, processes and where possible technologies)
Be the primary point of contact for the end to end player experience, through effective ownership of any service-based escalations
Responsible for the delivery of monthly service reviews to the Senior Management team
Responsible for the integration of 3rd party 2nd line team, from working together to put in place processes and procedures, point of contact, line of escalation and most important set KPIs for response times
Plan and organise resources to deliver the best coverage for a 24/7 operation 365 day a year. Think out of the box how to accommodate major events such as the Grand National, where expected contacts will spike
Develop and implement procedures and processes for one team to manage outbound calls to high value players and as well as everyday inbound contacts
Manage key relationships across the business to ensure the business objectives for Sportsbook are met
Responsible for ensuring that the team are meeting UKGC/business regulatory requirements. Take ownership for ensuring that the team are up to date with the latest compliance changes and all documents are reviewed
Responsible for ensuring that KPIs are met (exceeded) on a month by month basis
Accountable and responsible for the reporting of Department KPIs on performance, including quality and any ad-hoc reporting required
Provide inspired leadership and management of the CS Sportsbook team to create a highly motivated and productive team, whilst living and breathing the company DNA
Drive process improvement to optimise cost effectiveness of teams creating an inbound/outbound team
Input into planning, developing, and implementing the CS Sportsbook strategy, meeting agreed organizational performance plans
Working with Stakeholders from Brand and Marketing to support the delivery of CRM led activity on site to our players
Accountable for ensuring that all training documents, knowledgebase, FAQs are reviewed and updated on a quarterly basis or as necessary
Ownership of responsible gaming module review, ensuring training documents are updated with the most recent internal\external changes.
Lead the Team Lead(s) to regularly carry out side by side coaching, create fun ways of driving regular assessment of product and compliance knowledge
Be creative on designing the monitoring of customer experience, through an evaluation process of customer interactions
Accountable and responsible for ensuring Team Leads are conducting and owning quality by conducting side by side, real time, and retrospective monitoring of customer interactions.
Empower staff to take ownership and responsibility for their objectives/personal development and ensure they are suitably equipped with the appropriate skills, knowledge and tools to carry out their role
Lead and coach direct reports in addressing areas of underperformance in a timely, fair and consistent manner
Promote positive inter-departmental relations/communications to establish a professional, efficient, customer engagement reputation
Ownership is key to the success of a team and delivering service to our players
Excellent knowledge of sports and betting products
Always thinking like a Player, from start to end of ideas. They are the cornerstone of every decision we make
A minimum of 3 years' experience managing a large team in a fast paced, high pressure environment
Ability to identify inefficiencies and to build, implement, and manage new and improved processes and procedures
Resilience and tenacity in problem solving – whether the problem is a player or managing getting a resolution by working with 3rd party 2nd/3rd escalation teams.
Drive to mentor, lead, and grow a team whilst constantly identifying potential areas of improvements.
Natural ability to lead and direct during high pressured situations and make key decisions quickly and confidently
Is comfortable communicating at all levels
Strong analytical and problem-solving skills
The ability to delegate effectively
Excellent planning and organisation skills
High attention to detail
Excellent interpersonal and communication skills
Willingness to learn and a desire to self-develop
Ability to think analytically and logically, understanding both the action that needs to be taken to solve a problem but also the potential repercussions
Proactive in quickly identifying issues and potential solutions
Able to take direction and learn from others
Highly collaborative works well as part of a team and understands the team and business priorities
Demonstrable ability to work to tight deadlines
A flexible attitude
SkillsCommunication Customer Service data; data center; MS Excel; MS Project; WiFi Team Management Interpersonal Skills Customer Support Customer Success Team support
Application Currently Closed
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