Head of Customer Support - Sportsbook
Job Classification : Customer Service
Job Type : Permanent
Salary : €60000-€75000
Location : Malta

Job Description
Our client is an established market leading player, who is one of the biggest iGaming firms based in Malta.

Their portfolio includes Casino, Bingo, Sportsbook and other products.

Job Role:
Our client is offering a key position in their company where you will be responsible for the running of their customer support operation.

Among other things, you will be responsible for:
* Managing over 40 agents which includes recruiting, training, personal development, setting salaries, incentive
Scheme, scheduling, etc.
* The support system (Talisma CIM), workload distribution, and technical enhancements to improve productivity both within the support system and our client's own admin systems.
* Create and implement solutions to issues with the sites and systems which are identified due to the daily contacts with customers, and marketing and product managers.
* Delivering results based on the KPI targets set together with the CEO.
* Measuring both the quality and speed of the support.

As an important part of a successful company you will have the opportunity to grow, learn and evolve both your competence and personality within an industry offering many interesting challenges.

Who are you?
You are ambitious and have experience managing a medium to large size group of people, preferably from a call centre. You find personnel issues challenging and interesting. You act proactively when seeing a potential problem, you have excellent communication skills, and you are able to work very independently and have a strong sense of self motivation.

You want to join a young, international and fast paced team where new challenges appear daily, and you have high standards when it comes to the quality of the service delivered, and the pace it’s delivered at.

Required:
* An academic degree in business or administration
* A minimum of 12 months managing a medium to large size group of people
* Strong experience in managing call centres
* Excellent analytical, organizational and communication skills
* Strong and inspirational leadership
* A strong interest in people development
* Used to working with deadlines and able to deliver quality output under pressure
* Attention to detail and quality in all aspects of work
* Understanding of online business and the factors that drive company revenue

Desired:
* Experience from the online gaming industry

Application Details

Alex Lafferty
Managing Director
HYPERION iGaming Recruitment
Tel: +44 (0)207 619 7561 [LON]
Tel: +356 213 81369 [MTA]
Mob: +44 (0)7834 552 302 [LON]
Mob: +356 79905086 [MTA]
Fax: +44 (0)207 619 9492
E-Mail: alex.lafferty@hyperiongaming.com
Web: www.hyperiongaming.com

Reference : HYP 1682

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