Job Description
Senior Operations Customer Service & Transformation Lead
EUROPE REMOTE /
SPORTY SPORTY OPERATIONS /
FULL-TIME
/ REMOTE
Job Description:
Sporty’s sites are some of the most popular on the internet, consistently staying in Alexa’s list of top websites for the countries they operate in.
We are looking for a Senior Customer Service & Experience Transformation Lead to join our dynamic and growing Operations department here at Sporty. This is an exciting role which offers the opportunity to be at the centre of contributing to SportyBet and consistently delivering a world class customer service experience.
In this role you will be responsible for leading multiple customer service desk teams providing critical support to SportyBet customers. You’ll create a working environment where customer service teams feel empowered and engaged in delivering a world-class experience for every customer contact, leading to long term commercial growth for the business.
Responsibilities
- Responsible for customer service experience transformation by defining a path to green’ for key customer journey processes, owning the framework and prioritisation of the matrix to drive impactful user-experience improvements by the SportyBet Product development team
- Overall accountability for designated customer service teams, specifically, the delivery of key business & customer metrics and the overall experience our customers and team members receive
- Drive improvements in customer experience by ensuring all quality framework commitments are delivered upon whilst creating a coaching environment geared around growth and development
- Collaborate and drive with cross functional stakeholders in the Operations & Product team on initiatives to measure and improve customer experience
- Provide effective management of all escalated issues and continuous improvement of business processes
- Contribute to the provision of world class customer experience through analysis of key customer service processes and customer touch points, making recommendations on how we can deliver user experience improvements
- Team motivation and performance evaluation, including conformity to SportyBet policies, procedures and processes
- Support the smooth onboarding of new geographies into the SportyBet customer service model
Core Competencies
- Inspirational leader with previous experience of delivering results in a fast paced customer focused environment, maximising the efficiency and performance of off-shore teams
- Ability to drive process improvements to improve customer journeys and a strong operational background and understanding of contact centre metrics and practices
- Considerable experience establishing relationships across countries and cultures to enable effective delivery of customer service initiatives and goals
- Experience of driving a high performance and coaching culture
- Ability to apply judgement and make recommendations based on analysis of quantitative and qualitative information
Requirements
Degree qualified with a minimum 8 years management experience in an international customer service environment
Excellent written and verbal communication skills coupled with strong listening and critical reasoning skills
Proactive confident, energetic and able to work under pressure with a positive attitude
Demonstrable leadership experience, self starter and ability to work independently when required
Previous experience of delivering customer journey optimisation and process improvements in a customer service context
Problem solving and decision making skills along with cross functional collaboration expertise
Proficiency with using the Google Drive