Job: Swedish Customer Service Manager

Joining the team within a leading online gaming company the successful candidate will be responsible for;

- Managing day to day operations.

- Recruitment of Swedish & Danish customer service and chat host staff.

- Support, train, coach and develop individuals to achieve personal development goals, as well as team and department performance targets.

- Facilitate quality controls, quality and performance assessments.

- Set objectives and tasks for customer service & chat team.

- Keep accurate records of the teams’ and individuals sickness and holiday entitlement.

- Update and maintain training manual.

- Be a point of Escalation for Customer Service & Chat queries and complaints.

- Continually review all aspects of operations to better improve our service.

- Prepare and implement rota and working schedules.

- Facilitate team meetings, team events.

- Use company systems to monitor and report on the success of the department.

- Production and delivery of board reports and ongoing reporting to Scandinavian Country
Manager.

- Develop and maintain processes and procedures.

- Forum administration and management.

- Liaise with other departments on company projects.

- Maintain monthly outbound calling incentive budget.

- Act as project champion and ensure projects are effective & successful.

- Develop professionalism of self and team members.