Service Operations Manager
3 days ago
Entain Australia & New Zealand is a leader in the sports and gaming industry, dedicated to delivering exceptional experiences for our customers and employees.
Job Description
In this role, you will be responsible for leading our Customer Services team, ensuring they are equipped with the necessary skills to deliver outstanding customer service while driving retention. You will work closely with the Contact Centre Manager to manage daily performance, create an exceptional experience for customers and team members, and foster excellence in every interaction.
Responsibilities
* Provide leadership, management, and coaching to foster a positive work environment and achieve business objectives
* Analyse team performance, deliver effective coaching feedback, and facilitate action plans to drive optimal productivity and customer experience
* Ensure all team members have development plans, oversee ongoing learning initiatives, and conduct performance reviews to enhance skills and career progression
Required Skills and Qualifications
* Sound knowledge of the wagering industry, Entain systems, and internal processes/procedures
* Proven track record in providing exceptional customer service to internal and external stakeholders
* Personable and approachable, with the ability to quickly build rapport with new employees
* Experience monitoring performance and providing feedback
* Strong attention to detail with the ability to be analytical
* Ability to meet deadlines, work under pressure, and deal with sensitive information
* Good interpersonal skills and an ability to communicate at all levels, both verbally and written
Benefits
* Hybrid and Flexible Working: Work hard, play smart
* Office Fun: Our Auckland and Wellington offices are game-ready with a pool table, dartboard, and sports on TV
* Wealth of learning and development opportunities, empowering you to broaden your expertise and professional growth
* Company-wide events designed to honour and celebrate the outstanding achievements of our exceptional team
What We Offer
We value a flexible work environment and support a hybrid working model ensuring work-life balance and individual preferences.
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