Back Office Team Lead
The Backoffice Team Leader is an experienced Customer Service professional with proven experience in managing teams. This role reports to the Backoffice Manager/Backoffice Supervisor and is responsible for building, leading and coaching a team of Backoffice Agents - ensuring high efficiency, excellent service delivery, and the achievement of Kaizen’s strategic and performance objectives.
- Assist in defining recruitment needs and actively participate in the hiring process, providing input to select the best talent aligned with business objectives.
- Coach, mentor and supervise a team of Backoffice Agents, fostering a culture of high performance.
- Provide teams with the necessary resources, tools, and processes to perform their roles effectively.
- Delegate tasks and remove obstacles to ensure successful execution, holding everyone accountable and ensuring clarity around roles, responsibilities, and reporting lines.
- Train and signs off new staff within the allocated timeframes.
- Set clear expectations and goals for the team and link goals and KPIs to overall business strategy.
- Monitor and review Backoffice performance with a focus on departmental KPIs (CSAT, TCSAT, etc.)
- Conduct performance reviews for all direct reports providing regular feedback to support development and performance improvement.
- Act as an escalation point in case of emergencies or critical issues involving the Backoffice team.
- Anticipate potential problems, identify the root causes and make sound decisions to resolve them.
- Develop flexible plans to adapt to changing priorities and anticipated high workloads.
- Monitor market trends and competitors activity and initiatives.
- Work closely with other operational teams (CRM, Client Services, Trading etc.) to assist them with regulated procedures and ongoing operational duties.
- Relevant experience in leading a team in a call center or backoffice environment
- Knowledge in MS Office, MS Outlook and others applications such as Google Analytics (GA)
- Ability to manage teams remotely
- Fluency in English (both verbal and written)
- A buddy will support you with your onboarding
- Competitive pay & bonus scheme
- Developmental 360° feedback framework
- Family Support
- Hybrid way of working
- Monthly meal allowance
- Multi-sport card
- Private health insurance for you & your family
- Unlimited access to Udemy & continuous training
Kaizen Gaming is one of Europe's fastest-growing GameTech companies, operating the Betano and Stoiximan sports-betting and online-casino brands. Founded in 2013 and headquartered in Athens, Greece, with a major operational hub in Malta, it serves more than 13 million customers across 19 markets in Europe, the Americas and Africa. The company builds its own technology, combining sportsbook, live betting and casino products. Its flagship Betano brand has grown internationally through sponsorships including UEFA competitions and major football clubs.
