Head of Contact Center

About the Company:
Join a vibrant and forward-thinking Global Online Gaming company driven by a relentless passion for delivering unparalleled gaming experiences worldwide As they embark on an exciting journey of rapid expansion and continuous growth, they are seeking a talented **Head of Contact Centre to head up and start a Contact Centre from the ground up.** Be part of a strong and well-established organization, shaping the future within the gaming industry

Location: Rivonia ( Hybrid)

**Salary**: highly negotiable + annual performance bonusses

Purpose of Job:
Are you Potential game-changer We're in search of a Head of Contact Centre to join a dynamic global iGaming company. In this pivotal role, you'll lead the charge in ensuring top-notch customer satisfaction and elevating our user experience. Your responsibilities include end-to-end management and growth of the customer service department, strategic development, and team leadership while maintaining compliance with regulatory guidelines.

As the maestro of customer-centricity, you'll foster positive relationships and uphold our reputation in the competitive online gambling industry.

Minimum Requirements:
**Contact Centre Maestro**:

- Proven experience in setting up and building Contact Centres in regulated sectors (Banking, Insurance, or iGaming).
- A track record of hands-on involvement in hiring, management, and the growth of call center agents.

**Regulatory Virtuoso**:

- Familiarity with Regulatory Requirements in either financial or insurance sectors.
- In-depth knowledge of online gaming regulations and responsible gambling practices.

**Customer Support Dynamo**:

- Previous experience in Customer Support management, including setting up call centers.
- Proficiency in using customer service software, databases, and tools.

**Leadership Luminary**:

- Strategic thinking and effective leadership skills.
- Ability to build rapport and lead with patience and assertiveness.

**Communication and Teamwork Maestro**:

- Excellent communication and teamwork skills.
- Creative problem-solving and strong decision-making abilities.

**Adaptability Aficionado**:

- Demonstrated adaptability in various work scenarios.
- Analytical mindset with proficiency in data analysis.

**Industry Insider**:

- Extensive knowledge of the online gaming industry.

**Rapport Building Maestro**:

- Adept at building strong relationships internally and externally.
- Fosters a culture of collaboration and rapport within the team and with clients.

**Data Wizard**:

- Proficient in data analysis, extracting actionable insights.
- Working knowledge of Customer Service (CS) databases and tools for informed decision-making.

Advantages Requirements
- MGA - Malta Gaming Authority nice to have
- Experience in responsible gambling and problem gambling analysis.
- Experience in customer interaction with problem gamblers.
- Awareness of fraud prevention and anti-money laundering measures.
- Previous experience in a similar role within the online gambling industry or a related field

Key Responsibilities & Accountabilities
- Supervise day-to-day operations in the customer services department, covering hiring, training, and performance management.
- Monitor customer interactions to ensure consistently high levels of customer satisfaction.
- Maintain and uphold excellent customer support standards.
- Develop and implement customer service strategies, aligning them with the company's overall business goals to enhance customer satisfaction and loyalty.
- Manage and create effective customer service procedures, policies, and standards.
- Efficiently manage and motivate customer service agents, promoting rapport building within the team and with customers.
- Optimize response times to inquiries and ensure timely resolutions.
- Ensure strict adherence to regulations and responsible gambling practices.
- Foster effective collaboration with other departments to gather customer feedback, enhance the overall user experience, and implement customer-centric initiatives.
- Track key performance indicators and generate insightful reports for management.
- Identify customer service trends, staying updated with global best practices, and recommend improvements.
- Provide ongoing training and development opportunities for the team.
- Contribute to revenue growth through upselling, cross-marketing, and customer retention strategies.
- Develop and implement a customer support model tailored to the unique needs of online gaming customers.
- Collaborate with the product development team to ensure products and services are designed with the customer in mind.
- Develop and implement training programs for customer service representatives addressing the unique challenges and opportunities in providing customer support.
- Collaborate with the marketing team to develop and implement customer loyalty programs.

**Person Specification**:

- Strategic and analytical thinker with robust leadership capabiliti