Italian Team Manager

I’m interested

Location

Sofia

Job description

We are William Hill Bulgaria…


…support center of UK’s leading bookmaker and one of the most recognized and trusted brands in the gaming industry – William Hill. We provide gaming and betting services across multiple channels: online, on the high street, on the phone and on the move.
William Hill Bulgaria provides online and offline technical support to multinational clients abroad enjoying different products of the gaming industry.


What is our Team Manager’s role all about?


You will be responsible for coaching and supporting a group of Advisors and a Subject Matter Expert. Your main goal is to develop the competencies and behaviors of your team, in order for them to consistently meet customer experience and delivery targets, such as quality of service, level of knowledge, handling time and team KPIs. You will work in shifts, weekends and official holidays included, alongside three other Team Managers, each responsible for a mini team, as part of the Italian CS operational structure.

A variety of tools, such as internal quality checks, customer satisfaction surveys, data reports, will help you to assess the performance of your team members.

Your other main priorities will be ensuring a fair and consistent application of working policies, oversight of team performance to KPI’s and other objectives, hiring, scheduling, shift operational support and administrative tasks, related to the Italian CS team.


The requirements for taking on the position include:


Official written communication is in English and we require excellent verbal and written language skills. You will be leading a team of Italian speakers, including natives, so a proficiency in Italian is also a must. For all candidates, we require 2 years of experience in a call centre or BPO company. Other main factors for a successful application include:

  • Understanding/knowledge of coaching methodologies and practices
  • PC literate; Advanced levels in Excel and Word is an advantage
  • Experience in a Supervisory or Managerial role providing guidance, experience and support to less experienced colleagues is a strong advantage
  • Good interpersonal skills
  • Resourceful and able to work with various support groups
  • Ability to respond and lead change
  • Proven ability to resolve complex problems with minor direction and assess issues objectively
  • Ability to achieve results through motivation or influencing of others

Choose us because of:

  • Top-notch salary
  • Performance based bonuses
  • Additional health insurance
  • Food vouchers
  • Discount price sport cards
  • 24 days of paid leave
  • Working hours, organized in shifts
  • Taxi vouchers
  • Career advance & learning opportunities
  • in a positive and stimulating environment
  • Game room (play station, foosball & pool table)
  • Free snacks and beverages in the office
  • Team nights out and company parties
  • Health & Wellbeing initiatives
  • Internal Refer-a-friend bonus program

Along with your CV please submit additionally:

  • A motivational letter
  • Imagine the following situation - there is a payment issue before the start of an important Champions League match. Customers are not able to deposit and they are contacting the support team on all channels, leading to significantly increased queues on chat, phone and email. The advisors on shift are getting visibly frustrated and stressed by the workload. You have to take ownership. Please describe every single step, in chronological order, which you will take to address the crisis situation.