Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 17 markets with 2 brands (Betano & Stoiximan). We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment. We are a diverse team of more than 2,500 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there'll be no average day for you. Ready to Press Play on Potential? Let's start with the role The Backoffice Team Leader is an experienced Customer Service professional with experience in managing a team. He reports to the Backoffice Manager/Backoffice Supervisor and is responsible for building, leading, and coaching a team of Backoffice Agents - ensuring that his team performs with high efficiency, providing excellent service and reaching Kaizen Strategic & Performance objectives. Responsibilities Assists with defining the needs of a recruitment process and actively participates in the hiring process providing input for the selection of best talent to achieve business objectives. Coach, mentor, and supervise a team of Backoffice Agents establishing a culture of high performance. Provides teams with resources, tools, and processes to do their job effectively. Delegates tasks and removes obstacles to get the job done, holding everyone accountable; makes sure that roles, responsibilities, and reporting lines are clear to each team member. Trains and signs off new staff within the allocated time frame. Sets clear expectations and goals for the team and links goals and KPIs to overall business strategy. Monitors and reviews Backoffice performance with a focus on departmental KPIs (CSAT, TCSAT etc.). Undertakes performance reviews for all direct reports providing regular feedback on areas for improvement and development to enhance their capabilities and performance. Serves as the escalation point in case of emergency or a critical issue regarding the Backoffice team. Anticipates potential problems, identifies the root cause, and makes decisions to overcome them. Develops flexible plans which can cope with changes and priorities, anticipating high workload. Monitors market trends and competitors' activity and initiatives. Works closely with other operational teams (CRM, Client Services, Trading etc.) to assist them with regulated procedures and ongoing operational duties. What you'll bring Relevant experience in leading a team in a call center/backoffice environment. Knowledge in MS Office, MS Outlook, and Internet Explorer, as well as other applications like GA. Ability with remote management. #J-18808-Ljbffr