Customer Service Team Leader - Baltics

We are looking for a new Team Leader to join our Dream Team in our multiple award-winning customer service department. Are you a driven and dynamic individual who can guide, mentor, and lead a team?

The role of a Customer Service Team Leader involves general responsibility for your assigned team to work towards achieving individual, team, and department-oriented goals. These goals include efficiency/productivity targets as well as quality targets. The work should be carried out in an efficient, productive, and customer-focused manner. The role also involves proactively working with issue avoidance, reporting, and follow-up.

iGaming is a very fast-paced environment, and your tasks can change as rapidly as the industry! Flexibility and adaptability to embrace new challenges are key. You should have a good understanding of Betsson Group as a whole, especially the organizational structure and our company values.

You need an excellent understanding of our internal CS procedures and operations. You should be able to multitask in a high-paced environment and manage stress productively.

• You have strong motivation to lead your team towards success.
• You are skilled at providing constructive feedback to others.
• You can effectively manage a group of 12-15 direct reports.
• You work well both independently and as part of a larger team.
• Conduct individual 1-on-1 meetings with direct reports that are part of your team monthly, to ensure quality and efficiency align with our standards.
• Communicate the expectations for your direct reports in their role, both in terms of skills and attitude.
• Perform development talks and salary reviews according to company policy.
• Coach and instruct your team members on handling their daily tasks and becoming self-sufficient individuals.
• Monitor the team's performance to ensure it aligns with our KPIs and overall department goals.
• Ensure reporting for monthly payroll is completed within deadlines. Report sick leave, vacation leave, and bonus compliance according to company policies.
• Administer the schedule for yourself and your team to align with our operational needs.
• Assist the Head of Customer Support, Customer Service Managers, Complaints Manager, and trainers in their tasks.

• Excellent communication skills and an eye for detail are essential.
• Handles pressure well, is great at multitasking and time management.
• Flexible with given tasks, knows how to prioritize, and remains calm and focused during stressful situations.
• You have a strong desire to provide the ultimate player experience and are adept at building a team
• Proficiency in Latvian and/or Estonian languages will be considered an advantage.