Call Centre Manager

  • Location: Malta Island
  • Salary: Attractive
  • Type: Permanent
  • Job reference: 22286

Call Centre Manager

The Call Centre Manager will be responsible for leading a small team of Scandinavian customer service agents that offers a highly professional service to its customers. You will be a natural leader and team player that will inject energy and enthusiasm into everything you do.

This role requires someone with a proven track record of managing a team that is customer focused. You may currently be in a Call Centre Manager job, Customer Team Leader job and be seeking something a little different. This is a fast paced, evolving business, so requires someone that is flexible, creative but ultimately has strong leadership skills.

Experience and Knowledge Requirements

Essential Requirements

  • 1-2 years of professional experience in Online Gambling Support
  • Leadership skills
  • Training skills
  • Problem-solving skills
  • Operational knowledge
  • Identify call centre improvement opportunities to increase effectiveness and efficiency.
  • Disseminate new product information to the agents.
  • Keep track of attendance, daily statistics, paid time off, sick time, etc.
  • Interview and hire staff. Assess needs/plan ahead.
  • Develop schedules with agents each month to ensure call centre objectives are covered.
  • Administer training programs for new hires and existing staff.
  • Work with management on refining and scheduling appropriate training sessions.
  • Develop training documents that support call centre operations.
  • Meet with human resources to review staffing levels and employee issues.
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given prescribed routines, and standard accepted practices

Additional Ideal Requirements:

• Previous experience in data analytics

Scandinavian languages considered an asset but not essential. 

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