We are looking for FRP Team Leader to join our busy target-drive team based in our Sofia office on a night shift role (11 hours/4 nights).
The role requires to provide extraordinary customer service to the Group’s customers, support the day-to-day development of team members and to assist the management team. The team leader will need to handle difficult / complicated issues raised by the StarsGroup’s customers, lead cases and issues, whilst also looking after real-time queries, assist with on-the-job training, mentoring and coaching, motivate and influence the Fraud, Risk and Payments team to deliver high performing Key Performance Indicators results, meet service level expectations.WHY WE NEED YOU:
We are looking for a person, who would monitor and act upon operational activity (volumes, key performance indicators/metrics, performance plans, trends, etc. Perform regular report, analyse upon agent performance output and quality. In addition you will be responsible for preparing and conducting team and one-to-one meetings, huddles, mentoring and side-by-side coaching, quality reviews, performance appraisals, recruitment selection, reward/recognition initiatives etc. The person will act as focal point for inter-departmental queries demonstrating an ability to communicate and empathise with customers directly, thereby assisting with the development of team.WHO ARE WE LOOKING FOR:
You should have previous contact centre and/or previous gaming experience as well as ability to thrive in a fast paced environment. Self-motivated and able to work both independently and as part of a busy team. You should be a person, who possess excellent time management and decision-making skills, ability to think on your feet and ability to motivate staff. Being a team manager would be important to analyse and review team performance, communicate expectations and instructions clearly and in a professional mannerAS THE IDEAL CANDIDATE, YOU WILL HAVE:
We would aim for a person with previous Supervisor/managerial experience who possess strong leadership skills in a multi-cultural environment as well as experience in credit card fraud and/or online payment processing merchant systems. Proficiency in any additional languages is considered as advantage, as well.
What’s in it for you?
We aim to be the world’s favourite IGaming destination, so we offer a competitive salary and generous benefits package, to reflect your role, talents and experience. We’ll also support your relocation if required. Our benefits include a discretionary annual performance bonus, premium health and dental insurance for you, your partner and your children (providing you all live at the same address).
As an advocate of work/life balance, we offer an annual personal interest allowance where we support personal learning outside of working hours; e.g. driving lessons, cookery classes and circus training. We also have an Employee Assistance Programme where you receive complimentary and confidential support from professionals who offer independent advice 24/7. To support you in developing your skills and career, we will provide ongoing training. We offer many more extraordinary perks such as an annual travel loan, subsidised massage sessions, free drinks, snacks, hot beverages and fresh fruit every single day.
What happens next?
We will aim to get back to you as soon as possible. If you meet the criteria we will invite you to complete written language assessments, followed by a phone discussion and finally face-to-face/Skype interview.THE GROUP
The Stars Group is the ultimate owner of industry leading gaming brands such as PokerStars, PokerStars Casino, BetStars, Full Tilt, and the PokerStars Live brands, and through its ownership of Sky Betting & Gaming, a mobile-led leading online gaming operator, licenses the Sky Bet, Sky Vegas, Sky Casino, Sky Bingo and Sky Poker online gaming brands. Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest publicly listed online gaming companies.