Job Description:

SRG have been appointed to recruit an experienced Italian Team Leader to work for one of the best Igaming companies in the world. The company has a fantastic reputation and offers amazing career prospects and benefits.

Your objective is to ensure the service given to B2C and B2B customers is of the highest standard in the industry while maximizing their Life Time Value, by developing and maintaining a strong team of Representatives. Leading the team and being involved in all tasks, having a hands-on approach and taking part in shifts; handling member contacts, working from Fraud queues and handling daily Operation checks/reports.

Candidate Responsibilities

Management and development of all direct reports (QA, appraisals, training, coaching etc)

Delivers on top-level goals through the team’s performance

Provides statistical reports on teams’ performance each month

Manages absence and lateness and all aspects of HR functions relating to people management

Recruits and retains the highest caliber of employees for the team

Work closely with the Training team to ensure all training requirements are met

Maintains quality and quantity of responses on all Customer Operation related topics and all aspects of the role – i.e. general account queries, game play, payment info and checks, cash out checks, Anti-Money laundering and Under-age prevention checks with external agencies

Build a new QA form which combines the unique aspects of this team

Optimizes conversion/retention efforts through promotions, events, bonus offers and various outbound projects

Analyses and investigates accounts being brought to relevant Operation queues and reports and takes relevant actions on such accounts as required

Carries out daily Documents checks and deals with negotiations, legal threats, prevention of charge backs and settlement on members account as required by both lines of business

Prepares and analyze statistical reports as required

Work according to established standards and liaise with the Fraud Dept. in GIB on all Risk related issues (RM deposit declines and/or Chargeback cases)

To be the main focal point between Customer Operations & Product Managers/Client Executives to proactively highlight issues/changes required in Italian product and provide member feedback

Work as part and alongside the Support/Fraud Management Team

To perform additional tasks as required by the Operations Managers or HOD

Candidate Skills

Previous people management experience – 4 years

Good working knowledge of a Support department’s key functions, procedures and policies

Strong leadership and motivation skills with proven ability to drive results through others

Ability to work independently, to tight deadlines in a dynamic and fast moving environment

Must promote the interests and welfare of the company values and our customers at all times

Excellent communication and negotiation skills

Problems solving, investigative and Multi tasking skills

Accountability

How to apply for this job in Gibraltar:

We are looking forward to receiving your complete CV credentials and references. Please send your application to: sarah.revagliatte@srgrecruit.com Thank You!

*Please mention our website (www.WorkInGibraltar.com) when you apply. Thank you!