iGaming Team Lead-office based

iGaming Team Lead About us: WorkaNova is a BPO company with extensive experience in the industry, renowned for providing global customer support solutions. Our client, a leader in the iGaming sector, is developing a large-scale, long-term, and highly promising project with significant growth potential. We are seeking an experienced and results-driven Team Leader to lead our customer support department in the iGaming industry.

This critical role requires a proactive and strategic individual with a strong background in online casinos who can oversee a team delivering exceptional customer experiences via phone, email, and chat. As a manager, you will be responsible for optimizing processes, collaborating with project manager, and ensuring team excellence while driving continuous improvement across all support functions.

Responsibilities

• Oversee and manage the daily operations of the customer support team, ensuring smooth workflows and timely resolution of customer inquiries.
• Act as the primary point of contact for project manager, providing actionable recommendations to enhance processes and outcomes.
• Proactively identify and resolve challenges within the team and operations, maintaining high-quality standards and efficiency.
• Train, motivate, and develop customer support agents, fostering a culture of excellence and continuous learning.
• Generate detailed performance reports for the team and operations, delivering insights and actionable feedback to senior leadership.
• Implement and refine strategies to exceed customer satisfaction and operational goals.
• Accept and act on constructive feedback to improve operational outcomes and personal management performance.

Requirements

• Proven experience as a Customer Support Team Lead with a minimum of 3 years of experience.
• Significant experience in the iGaming industry is a must.
• Strong ability to lead and motivate teams, driving them toward shared goals.
• Demonstrated expertise in problem-solving and decision-making in fast-paced environments.
• Fluent proficiency in English (written and spoken) is mandatory.
• Exceptional communication skills with the ability to effectively collaborate with the whole team.
• Experience in analyzing performance metrics and creating actionable reports.
• High level of organizational skills, with the ability to manage multiple priorities simultaneously.
• Proactive attitude and dedication to continuous process and team improvement.

Benefits

Competitive salary and performance-based incentives. Office-based work environment with a collaborative and supportive team. Dynamic and international workplace. Ongoing training and professional development opportunities. Opportunities for career growth within the iGaming industry. Happy Fridays and regular team engagement activities.