Customer Service Team Leader (Finnish Speaking)

Are you analytical, a team player and can bring the best out of people? Do you speak Finnish and are looking to lead and motivate a team of talented Customer Service Agents to ensure we provide extraordinary customer service? If you can answer yes to all of these questions, then this is the opportunity for you!

The team leader will be intuitive and resourceful, ensuring that we provide the best player experience. This person will also be a self starter and be constantly looking for ways to improve customer service practices and player journeys.

Responsibilities:

Hire staff with the aim of establishing a proactive team functioning with high standards
Forecast future workload and propose staffing plans to Head of Customer Service and Support Operations Manager
Coach and develop staff on their work for continuous improvement of individual results
Review quality and efficiency of your staff and arrange regular personal development meetings
Schedule and coordinate the team along with other CS language teams when necessary
Report and analyse team performance on daily, weekly and monthly basis
Plan and organise motivational activities
Ensure Compliance and Responsible Gaming procedures are adhered to by everyone
Responsible for Chat and Email service lines ensuring we adhere to pre-agreed opening times with Brand Teams
Effectively manage the team, ensuring effective use of resource
Ensure all activities are carried out on-brand and to a high standard, whilst maintaining the company high standards for fairness and integrity
Ensure team members understand how to meet performance expectations and provide ongoing support
Develop short term improvement plans for individuals with clearly defined measures of success

Requirements:

You come with extensive knowledge about Customer Service (via both email and live chat) as well as sports betting and the iGaming industry.
Excellent communication and interpersonal skills alongside the ability to motivate other is a must
Being proactive and having a positive attitude is key with a strong customer service ethic and great attention to detail.
Ability to work on a shift basis.

team leading experience

to be discussed