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MaltaMalta

Tipico

Erstellungsdatum 07.01.2018

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Nightshift Team Leader - Customer Service (German)

Company Description

Established in 2004, Tipico is the leading sports betting company in the German market.  Headquartered at the Portomaso Business Tower in Saint Julian's, Malta, Tipico offers a wide range of pre-live and live sports betting products delivered through cutting-edge mobile and online channels as well as through a top-class portfolio of approximately 1000 retail outlets predominantly in Germany.  Tipico also offers a wide range of online Casino and table games. Tipico’s growth has always been incredibly strong and shows no sign of slowing in its core market and in new markets which it is opening.  Today over 5000 people work in Tipico shops and the company is some 200 strong in Malta with additional teams in Germany, Gibraltar, Croatia and Colombia.

Job Description

Monitor and improve the performance of your community of front line customer service agents – individually and as a team. Coach and mentor your agents to grow and develop their attitude, behaviours and CS competencies. Ensure that Tipico customers receive best service. Responsible for the overall performance of your team and for delivering the set targets. Handle customers queries whenever possible and as needed.
  • Manage leave bookings and shift changes of the assigned team members
  • Schedule the team members in accordance with customer contact trends
  • Ensure that agreed SLAs are met and customer requests are handled within the time-frame decided by the company
  • Highlight areas of concern to employees and management with regards to the daily operation
  • Create and send daily, weekly & monthly team reports according with the requirements
  • Create and publish reports detailing all aspects of the team performance
  • Participate in the recruitment and interviewing process
  • Motivate team members with an on-going constructive feedback
  • Set yearly performance goals for each assigned agent and follow up on the objectives
  • Carry out one to one reviews and appraisals
  • Carry out reviews and disciplinary meetings
  • Contribute to the team with a positive attitude and a friendly approach
  • Together with the Subject Matter Experts, develop and deliver the training for the agents
  • Brief and train staff on new promotions, products…
  • Lead by example
  • Alongside with the team, answer emails and handle Live Chats and phone calls from Tipico customers, as needed.
  • Carry out any other duties as required by the Company.

Qualifications

  • Minimum 2 years’ experience in a professional multicultural environment
  • Natural leader with the ability to coach and mentor
  • Customer oriented with excellent problem solving skills
  • Extensive knowledge in Customer Service via email, phone and live chat
  • Passion for sports and the industry is a must
  • Native German language is a must
  • Able to influence and gain commitment from all levels of staff
  • Excellent at working under pressure and against tough deadlines
  • Able to multitask with good attention to details and accuracy
  • Adaptable and open to change

Additional Information

Tipico Customer Operations is currently operating from two countries, Malta and Colombia with Malta being the hub. It offers support in the following languages: German, Turkish and English. Our dedicated team offers customer support via live chat, social media and e-mail, between 8am and Midnight Central European Time. The operation is supported by an Online Security team and a Customer Experience Team who are overall supported by a strong Management Team with strong industry experience.
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