Call Centre & Customer Services Manager
Salary is negotiable + annual bonus
We are recruiting for a Call Centre & Customer Services Manager to be based in Mexico. You will be rewarded with a competitive salary and an annual bonus scheme. Our client is one of the largest gaming and gambling companies in Latin America. You will need to speak Spanish and English fluently and have the relevant experience required for the position. This will be a wide ranging and varied role where the ability to communicate clearly and effectively with all areas of the business, its clients and suppliers is essential. The person will be responsible for maintaining and developing the high standards of customer service and this is an excellent opportunity for an individual with strong customer service and management skills combined with extensive Sports Betting & Gaming knowledge to develop their career with a forward-thinking company. Main responsibilities The main accountability is to develop and manage the customer service department and ensure it’s running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention. Ensuring the Customer Services Team provides timely support to all customers. Working with the Customer Service Team to ensure a thorough understanding of all betting related subject areas. Oversee and resolve complex complaints. Reporting and analyzing customer service performance. Effectively supervise a small team. Be in charge of organization, management and control function for customer service department, supporting marketing campaigns, conduct customer retention out-bound reach-outs, upsells in addition to inbound customer service enquiries. Recruit, mentor, develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. Collaborating with Risk and Fraud as well as Payments teams, ensure AML and KYC procedures are followed at all times. Continuously improve customer service experience, create engagement with customers and facilitate organic growth. Control resources and utilize assets to achieve qualitative and quantitative targets. Develop processes, knowledge base, service procedures, policies and standards. Keep accurate records and document workflow. Keep ahead of industry’s developments and apply best practices to areas of improvement. Experience required Previous experience of managing a Customer Services team, ideally within the online gambling/gaming industry. Past experience in the transformation of customer services and/or contact centres. Proven ability in achieving significant operational cost savings and synergies. Extensive knowledge of customer account and CRM platforms and vendors Ability to present data, information and updates in a professional and synthesised manner. Understanding of betting and a passion for sport. Excellent written and verbal communicator with the ability to explain complex items in detail.