Location:
Gibraltar
Vacancy Type:
Permanent
30 Sep 2020
About The Role

Role Purpose    

Manage and lead our contact centre agents effectively during their shifts to meet and exceed departmental service levels and personal objective targets.

To ensure agents are trained and equipped to provide an efficient, courteous and friendly service to our customers. To assist with conflict resolution to customer queries by liaising with internal operational management and departments within the company.

Provide daily operational management within the whole contact centre as required and ensure resource and productivity are managed within schedules.

Key Responsibilities

  • Effective management and leadership of their team on a daily basis. Liaison with other Team Leaders to ensure effective running of the department.
  • To communicate effectively to agents and ensure all staff are engaged and motivated to meet department business objectives.
  • Management of daily KPI performance and remedial action to ensure we meet targets.
  • Coach, develop and ensure all staff have personal development plans.
  • Ability to resolve difficult customer enquiries and a willingness to take over difficult customer calls and bring to a successful conclusion. Ensure customer complaints are dealt with efficiently and effectively and take responsibility for resolving or escalating problems in a timely manner (within SLA’s).
  • Continually assess and improve agent knowledge by feedback, development plans, eLearning and the provision of monthly 121 meetings. Provide coaching and training to agents on tone, manner and customer interaction skills.
  • Pro-actively manage team targets within agreed service levels. Ensure that all calls, email and live chat are answered quickly and efficiently within agreed processes and procedures.
  • Assist scheduling staff with agent availability ensuring that all holidays, absences or other changes are incorporated into the weekly schedules.
  • Ensure clear and accurate communication is cascaded throughout the team at all times and is understood by all team members.
  • Ensure attendance, punctuality and absence procedures are followed within HR guidelines and accurate records are maintained. Instigate the companies agreed disciplinary process as and when necessary.
  • Perform quality monitoring of agents by assessing a sample of calls, emails and live chats and marking against agreed quality guidelines.
  • Manage performance of agents where quality targets are not met.
 
 
Specialist Skills and Experience Required
  • Wide diversity of enquiries ranging from banking, deposits, withdrawals, pricing, calculation of bet settlement, event and promotion knowledge, regulatory rules and procedures.
  • Requires betting knowledge and an understanding of how product prices are created.
  • Ability to quickly assess a situation, summarise to the customer and offer a factual response or be able to determine what else needs to be done to successfully resolve a customer enquiry or complaint.
  • Able to counsel, train, appraise and discipline staff as required.
  • Ability to prioritise workload against changing priorities throughout the day and ensure that staff are in place and within scheduled rotas.

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.