Operations Manager

SUMMARY:
As part of the international business, my clients, are working to scale up their Dutch speaking Customer Service department for their growing sportsbook. Reporting into the Head of Customer Operations, this role has the primary responsibility for managing the day to day operation of the Customer Support Sports team.

POSITION INFO:

You will be overseeing inbound and outbound services (telephone, email, LIVE Chat and social media), you will also be responsible and accountable for delivering business KPIs and own the end to end service, quality of service offered to our players, enhancing the customer experience and deliver a first-class customer service by ensuring the team are well equipped and up to date with their knowledge of the products and services we offer.

The Sportsbook CS team will operate 24/7 365 and this role will be working an average 40 hours a week, largely dictated by the sporting events calendar.

Key Responsibilities

• Live and breathe the player experience and sports daily, analysis of incoming contacts, understand the why, put in place continuous improvement initiatives to provide long term resolutions on repeated contact.
• Work closely with the Senior Management team and oversee the strategic development of the Customer Sports Operations department to improve the player journey, their experience, and the overall operation
• Integrate the new Sportsbook Customer Support team into the wider structure; re-aligning roles and functions wherever and whenever required
• Constantly review and optimize the operating model (People, processes and where possible technologies)
• Be the primary point of contact for the end to end player experience, through effective ownership of any service-based escalations
• Responsible for the delivery of monthly service reviews to the Senior Management team
• Responsible for the integration of 3rd party 2nd line team, from working together to put in place processes and procedures, point of contact, line of escalation and most important set KPIs for response times
• Plan and organise resources to deliver the best coverage for a 24/7 operation 365 day a year. Think out of the box how to accommodate major events such as the Grand National, where expected contacts will spike
• Develop and implement procedures and processes for one team to manage outbound calls to high value players and as well as everyday inbound contacts
• Manage key relationships across the business to ensure the business objectives for Sportsbook are met
• Responsible for ensuring that the team are meeting UKGC/business regulatory requirements. Take ownership for ensuring that the team are up to date with the latest compliance changes and all documents are reviewed

Key Accountabilities

• Responsible for ensuring that KPIs are met (exceeded) on a month by month basis
• Accountable and responsible for the reporting of Department KPIs on performance, including quality and any ad-hoc reporting required
• Provide inspired leadership and management of the CS Sportsbook team to create a highly motivated and productive team, whilst living and breathing the company DNA
• Drive process improvement to optimise cost effectiveness of teams creating an inbound/outbound team
• Input into planning, developing, and implementing the CS Sportsbook strategy, meeting agreed organizational performance plans
• Working with Stakeholders from Brand and Marketing to support the delivery of CRM led activity on site to our players
• Accountable for ensuring that all training documents, knowledgebase, FAQs are reviewed and updated on a quarterly basis or as necessary
• Ownership of responsible gaming module review, ensuring training documents are updated with the most recent internal\external changes.
• Lead the Team Lead(s) to regularly carry out side by side coaching, create fun ways of driving regular assessment of product and compliance knowledge
• Be creative on designing the monitoring of customer experience, through an evaluation process of customer interactions
• Accountable and responsible for ensuring Team Leads are conducting and owning quality by conducting side by side, real time, and retrospective monitoring of customer interactions.
• Empower staff to take ownership and responsibility for their objectives/personal development and ensure they are suitably equipped with the appropriate skills, knowledge and tools to carry out their role
• Lead and coach direct reports in addressing areas of underperformance in a timely, fair and consistent manner
• Promote positive inter-departmental relations/communications to establish a professional, efficient, customer engagement reputation

The Person

• Ownership is key to the success of a team and delivering service to our players
• Excellent knowledge of sports and betting products
• Always thinking like a Player, from start to end of ideas. They are the cornerstone of every decision we make
• A minimum of 3 years’ experience managing a large team in a fast paced, high pressure environment
• Ability to identify inefficiencies and to build, implement, and manage new and improved processes and procedures
• Resilience and tenacity in problem solving – whether the problem is a player or managing getting a resolution by working with 3rd party 2nd/3rd escalation teams.
• Drive to mentor, lead, and grow a team whilst constantly identifying potential areas of improvements.
• Natural ability to lead and direct during high pressured situations and make key decisions quickly and confidently
• Is comfortable communicating at all levels
• Strong analytical and problem-solving skills
• The ability to delegate effectively
• Excellent planning and organisation skills
• High attention to detail
• Excellent interpersonal and communication skills
• Willingness to learn and a desire to self-develop
• Ability to think analytically and logically, understanding both the action that needs to be taken to solve a problem but also the potential repercussions
• Proactive in quickly identifying issues and potential solutions
• Able to take direction and learn from others
• Highly collaborative, works well as part of a team and understands the team and business priorities
• Demonstrable ability to work to tight deadlines
• A flexible attitude

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