Initiate International is a team of specialist recruitment consultants who share a passion for recruitment. We ascribe to a more modern approach to recruitment where we, our clients and candidates form one team. It's through working as a team that we are able to identify a perfect match for both clients and candidates. Exceptional service and quality deliver...
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As the Customer Service Manager, you’ll be at the forefront of our customer support operations, fostering a customer-first culture while ensuring seamless daily functions. Leading a talented team, you’ll focus on enhancing efficiency, innovation, and continuous improvement to elevate the customer experience.
Key Responsibilities
Enhance Operations: Spearhead initiatives to boost efficiency, focusing on cross-skilling, agent development, and technology advancements.
Strategize for Success: Develop, test, and refine customer service strategies to exceed KPIs and deliver outstanding performance.
Optimize Policies: Implement policies, procedures, and standards that enhance the customer journey.
Data-Driven Insights: Analyze data, produce reports, and recommend actionable improvements for team and service optimization.
Collaborate for Excellence: Work closely with marketing and product teams to resolve player concerns and enrich the user experience.
Leadership & Development: Drive a high-performance culture, mentoring team members and ensuring they achieve and surpass targets.
Training & Onboarding: Create comprehensive training materials to onboard and upskill agents effectively.
Industry Expertise: Stay ahead of trends, integrating innovative practices and maintaining compliance with gambling regulations.
Team Building: Recruit, train, and mentor Team Leaders and Shift Leaders to cultivate future leaders.
Incident Management: Lead incident resolution processes, minimizing disruptions and recurring issues.
Requirements
Experience: 7-10 years in customer service, including 3-4 years in management roles leading teams of 20-25 agents.
Proven Leadership: A track record of building and managing high-performing teams.
Analytical Skills: Expertise in customer satisfaction metrics (e.g., AHT, FRT, SLA, QA) and proficiency in tools like Zendesk.
Technical Proficiency: Intermediate Excel skills for data analysis and insight generation.
Communication: Outstanding leadership and communication abilities to inspire and drive success.
Problem-Solving: Strong aptitude for identifying solutions and delivering results in a fast-paced environment.
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