Location:
Sofia
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role

At GVC, we do things our own way, with our own personality and attitude, For The Good Of Entertainment. We are a leading, global, digital gaming and gambling business and are constantly looking to push boundaries and develop the industry making digital gaming and gambling more enjoyable for all our customers.

We are currently looking for a Risk Team Leader to join our GVC team. This is an exciting opportunity for someone who is looking for the next step up in his/her career. You will be responsible for the day-to-day management of the operations customer and agent-wise, ensuring qualitative and quantitative performance in regards to the service level agreement

Key Responsibilities: 
  • Maintain agreed service levels;
  • Prepare productivity and quality reports;
  • Prepare team schedules;
  • Perform regular feedbacks and coordinate the training/coaching process of new agents;
  • Coordinate all processes with HR department and systems;
  • Perform monthly Quality Management on all agents, provide operational guidance and ensure quality of work;
  • Liaise with various Risk and Payments departments to ensure proper information flow, fraud analytics and monitoring;
  • Implement operational and/or floor changes in order to ensure top performance and adequate resolutions in a dynamic business environment;
  • Distribute and monitor regular and extra tasks;
  • Technically direct and coordinate the workload of the agents on the floor;
  • Coach the team members to ensure sustained contribution;
  • Liaise with other teams and departments to resolve issues and to ensure quick First time resolution (FTR);
  • Handle escalations where higher-level decisions are required;
  • Maintain effective communication flow, acting upon and passing on relevant information to and from the team;
Additional Information

Specialist skills and experience:

Essential:

  • Experience in the Risk division (3 years+) or in Customer Service (5 years+);
  • Experience in people/team management;
  • Sound knowledge of the different aspects of the eCommerce business including; Online Payments or Financial Services knowledge;
  • Ability to identify subtle fraud and abuse patterns;
  • Sound and demonstrable experience with fraud analysis and investigations;
  • English language knowledge at a business level;
  • Command of another language is a plus;
  • Good communication skills and ability to effectively deliver feedback;
  • Self-motivation;
  • Ability to drive and motivate people;
  • Ability to perform well under tight deadlines within a dynamic environment;
  • Very good command of Microsoft office tools;
  • Proven aptitude to work in a team, as well as guide and influence others;
  • Strong logical reasoning skills with an analytical approach;
  • Demonstrated decision making and problem solving skills;

Desired:

  • Bachelor’s Degree;
  • Awareness of e-fraud.
Employee benefits:
  • Competitive remuneration package;
  • 25 days annual leave;
  • Social benefits: personal health insurance, dental allowance, sport activities, food vouchers;
  • Opportunity to join a team of great professionals;
  • Dynamic and friendly work environment;
  • Team building activities.
Ready to get involved? Bring your energy to GVC and you’ll be in the mix from the start. For the good of entertainment. Apply now!

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.