Balance customer experience strategy with delivery and champion people management, performance management, and talent agendas.

Develop service procedures, policies and standards. Implement customer experience support plans for customer experience managers, call center supervisors and agents.

Improve customer service experience, create engaged customers and facilitate organic growth. Take ownership of customer’s issues and follow through to resolution.

Support the relevance of the business’s customer loyalty targets in order to ensure that they are communicated and applied correctly across the department as a whole.

Control resources and utilize assets to achieve qualitative and quantitative targets.

Measure the effectiveness of all customer experience approaches and initiatives primarily through conducting research and putting performance measures in place for the purpose of continually monitoring the customer support performance processes, leading to the formulation of improved approaches and strategies that facilitate the achievement of consumer satisfaction targets.

Recruit, mentor and develop customer service personnel and nurture an environment where they can excel through encouragement and empowerment, ensuring constant sharpening of their skills and grooming them.

Keep ahead of industry’s developments and apply best practices to areas of improvement.

Proven 5+ years of experience in customer support, preferably working as a customer support manager for a business within a fast-paced and competitive environment.

Working knowledge of customer service software, databases and tools.

Strong client-facing and communication skills.

Vast experience in customer service research and analytical techniques, having an ability to translate raw consumer support data and information into actionable solutions and strategies.

Proven and successful experience driving positive change and influencing enhanced performance in a customer support department.

Must have an ability to think creatively and strategically - ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with others and deliver results.

Possess outstanding leadership skills with the ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions.

Advanced troubleshooting and multi-tasking skills.

Experience in the betting industry is an advantage