Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history names such as Ladbrokes, partypoker, bwin and Coral.
Role Purpose :
To lead, coach and performance manage a team of Customer Support Advisors and Senior Customer Support Advisors. To plan and monitor the day to day performance of the customer support operation for the Interactive and Retail business including proactive and reactive responses.
Overall accountability and responsibility for the team’s performance.
Responsible for direct leadership, supervision, development and engagement of 16-22 Advisors and Senior Advisors to deliver excellence in Customer Service.
Provides guidance, support, engagement and coaching to all direct reports along with regular meetings in order to drive performance
Monitor and deliver individual and team performance and development reviews.Conducts regular one to one to one meeting with team members.
Manages all team conduct and capability conversations including investigation and formal disciplinary hearings in consultation with HR and completes all HR documentation and files.
Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving contact quality and performance metrics.
Monitors live or recorded contacts and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership and answers questions accurately and professionally.
Ensure all marketing initiatives are directly communicated to the Support team.
Review the daily scheduling plan to ensure real time coverage in all areas of customer contact.
Reviews and submits all required reports and staffing requests and maintains transaction reports and attendance / time records.
Drive open and transparent communication within the support teams.
Assess and ensure excellence as a support standard, constantly.
Responsibility for achieving and reporting on Operational KPIs : service levels, handle times and abandonment levels.
Work with the Contact Centre Manager to oversee the training and development of all employees.
Taking an active lead in the Customer Support recruitment process conducting interviews to customer advisor and senior advisor levels.
Maintain product knowledge whilst offering support to each Customer Support Agent & Lead Agent.
Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives.
line of escalated issues.
Participates in customer quality calibration sessions.
Perform any other duties as assigned and required.
Qualifications and Educational Requirements
A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced.
Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working.
A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation.
Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Specialist Skills and Experience Required
Experience of managing customer service teams in a contact centre environment an advantage
Fluent in English written and spoken to an excellent standard
Online gaming support centre experience an advantage
Knowledge and use of Microsoft Office : Word, Excel
Good communications skills (written, verbal and presentational)
Performance management experience
Decision-making and problem-solving skills and can work with minimum supervision
Excellent coaching skills
Ability to critically assess own performance and performance of assigned team
Strong analytical skills and detail oriented
We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go.
We’re specialists in safer gambling and the company that is at the forefront of responsibility.
Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more.
With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.
Diversity and inclusion at Entain
As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong.
We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work.
Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.
Wellbeing at Entain
We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.