- Professional
Job title: Team Manager - Customer Support
Location: Sao Paulo, Brazil
Overview of the role:
We are seeking an experienced and dynamic Team Manager to lead our Customer Support team in Sao Paolo- Brazil.
This role is crucial in ensuring that our customer support operations run smoothly and efficiently, 24/7. The successful candidate will report directly to the CSO Senior Manager and will be responsible for managing day-to-day operations, providing detailed reports and updates, developing and managing team leaders, escalation managers, agents and ensuring the team is engaged and performs at high standards.
The team is responsible for the delivery of all customer service channels, including calls, web chat, email, social and any other channel forming part of the Betfair Customer Service Proposition.
What you’ll do:
Operational Management:
Oversee the day-to-day operations of the customer support team, ensuring smooth and efficient 24/7 service.
Monitor performance metrics and ensure compliance with company policies and procedures.
Identify and resolve operational issues promptly to maintain high service levels.
Reporting and Updates:
Provide regular reports and operational updates to the CSO Senior Manager.
Analyze data to identify trends and areas for improvement, presenting actionable insights to senior management.
Team Development and Performance Management:
Develop and mentor team leaders, escalation managers and agents to enhance their leadership skills and operational expertise.
Conduct regular performance reviews and provide constructive feedback to team members.
Implement performance improvement plans and recognize high-performing individuals and teams.
Engagement and Standards:
Foster a positive and engaging work environment that promotes teamwork and collaboration.
Ensure that the team adheres to the highest standards of customer service and support.
Develop and implement training programs to enhance the skills and knowledge of the team.
What you’ll bring:
Collaboration: Work effectively with other departments to streamline processes and boost customer satisfaction.
Industry Awareness: Stay updated with trends and best practices to continuously enhance the customer support function.
Customer Focus: Handle escalated issues with timely and effective resolution.
Language Proficiency: Fluency in English and Portuguese.
Experience: Proven experience managing a customer support team, ideally in a 24/7 environment.
Leadership: Strong leadership skills to motivate, develop, and inspire a team.
Communication: Excellent verbal and written communication, with the ability to present data clearly.
Problem-Solving: Strong analytical skills with a focus on continuous improvement.
Technical Skills: Proficiency with customer support software and Microsoft Office Suite.
It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.
Why choose us:
Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.
Discretionary annual performance bonus
13th Month Payment
Annual Salary Increase
Health and dental insurance for you, your partner and your children (if you all live at the same address)
Personal life insurance and income protection
A personal interest allowance to let you learn something new or pursue a hobby
Employee Assistance Programme
Transportation and Childcare Allowance
Meal Vouchers
Maternity Leave - 26 weeks paid, Paternity Leave 4 weeks paid
External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career
Family Reward
Equal opportunities:
At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.
We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at [email protected]. Your journey with us is focused on ensuring you have what you need to be your best self.
Learn more about the works we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/
The group:
Betfair is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.
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