Customer Services Shift Manager

Customer Service and Call Centre


RecruitGibraltar are currently helping our client who is a market leading egaming company who has a great opportunity for a Customer Services Shift Manager to join this high performance team based in Gibraltar. The company is a progressive and ambitious company who has a policy of promoting from within and has a dedication to professional training and progression.

The role is to manage the shift and your team to deliver exceptional customer service to all Customers and to solve problems, make informed decisions and manage the department wisely in order to maximise service levels and efficiencies.

Specific responsibilities

Duty manage the team as per shift patterns ensuring all contacts and actions have a positive benefit for the customer and company.
Monitor the CMS (Call monitoring System) ensuring the shift is run with high efficiency, including monitoring agentís time in codes, breaks and answering calls as and when required.
Work with the Quality Assurance (QA) Officer to coach and provide feedback to enhance CS Advisor's performance.
In the format of a monthly review, provide CS Advisor's and Seniors with clear direction, communication, support and on-going feedback to enhance individual performance.
Have a comprehensive understanding of business processes and systems, ensuring awareness of any new products and system changes
Monitor and ensure departmental compliance with all legislative requirements
Manage and record escalated queries from the department, seeking other departmental support as necessary.
Construct and send the breaks email to the CS team
Be point of escalation if and when required ensuring the agents feel supported when dealing with complex issues.
Proactively manage individual absence, lateness and behavioural problems including informing HR of any concerns and issue Note - to - File when required.

Essential skills/attributes

Experience of people management in a online gaming contact centre environment
Extensive knowledge and experience of online sports products and services
Experience of dealing with difficult customers
Ability to work under pressure
Flexible approach to working hours (evenings and weekends)
Experience of coaching others to achieve targets and improve performance
Confident and persuasive communicator with strong, proactive customer facing skills
Comfortable working with people on a 1:1 coaching basis and in groups of differing sizes
Flexible and adaptable to changing organizational needs
Inspiring leadership style
Promoting a vision of excellence and motivating Advisor's to deliver service excellence

Salary based on experience with private healthcare.

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