Team Manager BV Asia

Reports To: Asia Customer Service Manager
Department: Asia Customer Service
Location: Gibraltar/Isle of Man
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Key Responsibilities / Duties:

  • Work with Asia CS manager for generating new initiatives and constantly challenge the team to improve customer service.
  • Organize rota to ensure all shifts are adequately covered.
  • Prepare monthly payroll (OT, night shift allowance) and manage attendance & punctuality.
  • Analyse KPI reports and guide shift leaders to provide training for all team members, ensure daily service quality.
  • Update Shift leaders’ KPI to Cascade.
  • Report all issues to management team.
  • Probation review for new starters and yearly review for all agents.
  • Be able to communicate with other departments to improve SOP.

Person Specification, Skills, Experience & Qualifications:

  • Strong managerial experience in the online gambling industry.
  • Experience in coaching, training and motivating a team.
  • Ability to work under pressure.
  • Good understanding of online gaming for Asian markets.
  • Ability to manage performance objectively, consistently and timely.
  • Strong organisation and reporting skills.
  • Professional verbal and written communication skills in English and Chinese.
  • Great understanding across all levels of the Business.

Key working Relationships:

  • Product team: Sports and Casino.
  • Compliance.
  • Payment operation.
  • Risk and Fraud.
  • CRM.

Working conditions:

  • Shifts of 40 hours per week.
  • Able to undertake extra hours according to business needs.
  • Be flexible with rota shift patterns, adapt to the needs of the business where possible.

BetVictor is an equal opportunity employer.

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    BetVictor is an equal opportunity employer.