Team Manager at DigiOutsource

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

What you’ll be doing

As part of your role, your responsibilities will include:

Operational Management

• KPI Oversight: Ensure operational management and the measuring, evaluating, and managing of both team and individual KPIs is the top priority.
• Oversee daily handling of tickets and live chats, ensuring service levels are met: Provide real-time oversight of ticket queues and live chat volumes, allocating resources where needed to maintain agreed Service Level Agreements (SLA). Proactively manage peak periods to avoid service gaps.
• Monitor First Response Time (FRT), Average Handling Time (AHT), and ticket numbers: Track responsiveness and efficiency across all contact channels. Ensure customers receive a timely first reply and that resolution handling times are balanced between speed and quality.
• Manage Ticket Backlog to ensure queries are resolved within SLA: Regularly review outstanding cases to prevent ageing tickets. Implement prioritisation and re-allocation to ensure compliance with SLA commitments and to improve customer satisfaction.
• Drive First Contact Resolution (FCR), Chat Containment Rate, and minimise Escalation Rate: Focus on resolving issues during the first interaction, reducing the need for repeat contact. Strengthen chat containment by ensuring hosts deliver full solutions without diverting to email. Limit escalation rates by equipping agents with the right tools, knowledge, and autonomy.

Track and manage the following performance metrics:

• Tickets per Agent per Day: Monitor individual productivity to ensure fair distribution of workload and highlight areas for coaching or support.
• Total Tickets Handled: Track team-wide output and ensure resource alignment with business volumes.
• Ticket Reopen Rate: Identify cases where solutions were incomplete and address quality issues to prevent repeat queries.
• Live Chats Handled per Agent: Balance workloads across chat and email to maximise channel coverage and efficiency.
• Live Chat AHT: Analyse handling times to strike the right balance between speed and service quality, identifying agents who may need additional support or training.

​​​​​​​People Leadership & Team Development

• Lead, coach, and support CS agents to meet individual performance targets: Provide ongoing leadership through daily stand-ups, weekly catch-ups, and structured 1:1s. Offer support tailored to each agent’s performance, ensuring alignment to targets and company values.
• Ensure timely completion of mandatory training: Track training compliance across Safer Gambling, AML, Data Protection, and product knowledge. Reinforce the importance of training completion for regulatory compliance and professional development.
• Monitor Knowledgebase / Type A–B usage:Assess how agents use internal resources and escalate where documentation needs improving. Encourage agents to reference and contribute to the knowledgebase to build consistency and accuracy across the team.
• Develop capability through feedback, 1:1s, and ongoing skills development: Deliver constructive coaching on both technical and soft skills. Create tailored development plans to support career progression and improve capability, motivation, and confidence.

​​​​​​​Customer Experience & Quality Assurance

• Champion high-quality, empathetic service across all touchpoints: Ensure every interaction demonstrates professionalism, empathy, and alignment with brand tone. Promote a “customer-first” approach to drive retention and loyalty.
• Monitor CSAT, NPS, and Resolution SLA adherence, driving improvements in customer satisfaction and loyalty: Use customer feedback and survey results to measure service quality. Analyse results to pinpoint areas of improvement and implement corrective actions. 
• Identify and log recurring customer pain points, escalating insights via Jira to Operations/Product in London: Act as the voice of the customer by feeding recurring issues into product and operations teams. Ensure insights are logged clearly and tracked through to resolution.
• Ensure Safer Gambling and AML flags are raised and actioned in line with compliance requirements: Oversee the team’s adherence to Responsible Gambling and Anti-Money Laundering standards. Ensure red flags are never missed and that all cases are escalated appropriately to compliance team.
• Provide monthly dip samples for QA testing to London: Submit samples of interactions for external QA validation, ensuring service quality is measured consistently and objectively.

​​​​​​​Reporting & Insights

• Track and analyse KPIs across operational performance, quality, and compliance: Maintain accurate reporting dashboards to monitor key metrics. Highlight anomalies and provide insights into performance trends.
• Produce clear team and agent-level reports to identify trends, gaps, and opportunities: Break down performance data into actionable insights. Identify high and low performers, recurring issues, and opportunities for operational improvements.
• Share data-driven insights with leadership to inform decisions and improve processes: Communicate findings clearly to senior leadership in London. Provide recommendations based on evidence to guide decision-making on staffing, training, and process design.
• Assist with monthly operational performance reports & share with London: Consolidate team metrics and insights into monthly reports for leadership review. Ensure reports are comprehensive, accurate, and delivered on time.
• 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:

• Previous experience in a team leadership or supervisor role within a customer service environment, with at least 12 months’ proven experience in a supervisory or leadership position.
• B.Com Degree or Diploma in Business, Call Centre Management, Hospitality or related fields.
• Experience in the online gambling industry is preferred but not essential.
• Strong understanding of customer service KPIs and reporting tools
• Experience with recruitment, training, and performance management.
• Strong leadership and people management skills
• Strong working knowledge of customer support operations and key contact centre metrics
• Familiar with contact centre systems, CRMs and performance dashboards
• This role requires rotating shifts, including evenings, weekends, and public holidays
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

​​​​​​​Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies.
• Strong understanding of customer service KPIs and reporting tools.
• Experience with recruitment, training, and performance management.
• Ability to design, implement, and manage 24/7 shift rotas for a customer support function, ensuring continuous coverage.