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Shift Supervisor

Gibraltar
Salary: Competitive

Job Description

Shift Supervisor | Online Gaming | Gibraltar

Salary: Competitive + Excellent Benefits Package

Our client, one of the world’s leading online gaming brands are recruiting for a Shift Supervisor to join their successful team in Gibraltar.

Shift Supervisors are responsible for ensuring that each shift is run as smooth as possible, providing a high quality level of service and support to our members.

Role Summary:

  • Initiate communication with all locations to ensure the effective use of resources across all sites, coordinating the current inflow of contacts (email, chat and phone calls) and requests for assistance from internal customers
  • Liaise with all the other Departments across global locations (Tech, Fraud, Promotions/CRM), and to identify situations that need escalating to Product/Promotion Managers or to Senior Management
  • Consistently monitor incoming contact volumes per supported channels and make fluid changes in manpower assignments to achieve service level targets
  • Escalate relevant cases via ticketing system (iTicket)
  • Assist call center agents scheduled for a particular shift with complex or unclear queries, and handle escalated contacts from customers in person
  • Ensure best performance achievements (productivity, quality) from the agents on shift
  • Maintain work discipline in the Department, including lateness, absence, breaks, noise level, and to escalate any re-occurring issues to agents’ line manager
  • Provide daily and ad hoc reporting to Senior Management advising of the current volumes and the actions taken to deal with the volumes

 If this is the opportunity you have been looking for then you will need to have the following skills and experience

  • Experience from a multi-channel Contact Centre environment
  • High level of computer literacy including ability to work with in-house tools/software
  • Good knowledge of Office tools – Outlook, Excel, Word, Skype for Business
  • Experience with Contact Centre tools – Email Client, Telephony System, Attendance System (Oracle
  • Service Cloud, Genesys, Kronos) desirable
  • Previous leadership experience
  • Fluent in English (written/verbal)
  • Strong reasoning and analytical skills
  • Ability to identify and escalate potential important issues which can arise from incoming contacts
  • The ability to achieve and enforce Call Centre Service target
  • Excellent time keeping, flexibility, willingness to work extra hours
  • Assess situations quickly and accurately
  • Take decisions independently with minimum supervision
  • Take ownership of cases and ensure timely follow-ups
  • Work effectively with internal customers, across all locations
  • Experience in the gambling and e-gaming industry and other languages would be desirable but not essential

Based in Gibraltar, not only is this a fantastic career opportunity, it is also a chance to experience a great lifestyle in a location with over 300 days’ sunshine per year! For further information regarding relocating to Gibraltar/Southern Spain and working in the online gaming industry, please have a look at our YouTube video.

So, if you are looking for this exciting position, and want to work for an industry leader in the sun, look no further and send your CV to apply@castlehillrecruitment.com