Descripción del puesto
Position Summary
The Customer Service Operations Manager is responsible for the operational leadership and daily management of the Customer Service team in a regulated iGaming/gambling environment. This role focuses on workforce planning, shift scheduling, performance management, quality assurance and HR collaboration. The role will report directly to the Head of Customer Experience and will have limited cross-departmental responsibilities.
Key Responsibilities
- Oversee day-to-day operations of the Customer Service team, ensuring consistent and high-quality player support across channels (chat, email, phone where applicable).
- Create and maintain weekly and monthly shift schedules; manage coverage for peak hours, weekends, holidays and major events.
- Monitor and report on operational KPIs including SLA adherence, average response time, first contact resolution, CSAT, and agent productivity.
- Provide coaching, feedback, and development plans for agents, team leaders, and supervisors; conduct 1:1s and performance reviews as required.
- Collaborate closely with HR on recruitment, onboarding, training programs, attendance management, disciplinary processes and employee relations.
- Implement and maintain quality assurance processes, perform regular interaction reviews and drive continuous improvement initiatives.
- Handle escalations and ensure timely resolution of complex player issues within agreed SLAs.
- Maintain accurate operational documentation, shift rosters, and process manuals.
- Ensure compliance with company policies and relevant gambling regulations; liaise with Risk/Fraud/Responsible Gaming teams only when operationally necessary.
Requisitos
Required Qualifications & Skills
- Minimum 3–5 years of experience in customer service or operations management, preferably within iGaming/gambling, betting, telecoms, or fintech.
- Experience managing mid-size teams (approx. 30–80 agents) and scheduling 24/7 operations.
- Strong workforce planning and rostering skills.
- Excellent organizational and time-management abilities with attention to detail.
- Proven coaching and people-development capabilities.
- Analytical mindset with experience using KPI dashboards and reporting tools.
- Excellent command of English (both written and spoken) – mandatory.
- Proficiency with customer support platforms (Zendesk, Salesforce, Freshdesk, or similar) is an advantage.
Preferred / Nice to Have
- Experience in regulated gambling environment and familiarity with Responsible Gaming principles.
- Knowledge of workforce management (WFM) tools and forecasting methods.
- Multilingual abilities (Spanish or Portuguese preferred).
- Experience with continuous improvement and Lean/Six Sigma methodologies.
Competencies & Behaviours
- Operational excellence and attention to detail
- Leadership and people management
- Strong communication and interpersonal skills
- Problem solving and decision making under pressure
- Customer-centric mindset
- Adaptability to fast-paced, changing environments
- High professional integrity and compliance awareness
Beneficios
Los detalles sobre los beneficios y prestaciones serán explicados conforme se avance en el proceso de selección, de acuerdo a la apertura del puesto y las políticas de la empresa. Te invitamos a aplicar y conocer más sobre todas las ventajas que ofrecemos junto con la oportunidad de crecimiento y desarrollo profesional que puedes obtener con nosotros.