Immense Group

&lt;p&gt;At&lt;span&gt; &lt;/span&gt;Immense Group, we are guided by our core values:&lt;span style=&quot;font-weight: bold&quot;&gt; passion, boldness, and integrity&lt;/span&gt;. We strive to create an environment where our people thrive, driven by a love for innovation and a commitment to delivering&lt;span&gt; &lt;/span&gt;exceptional player experiences.&lt;/p&gt;
&lt;p&gt;If you&#039;re someone who&lt;span&gt; &lt;/span&gt;loves technology, enjoys problem-solving, and thrives in a fast-paced environment, we’d love to hear from you!&lt;/p&gt;
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&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;A taste of what you’ll do&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;The Shift Lead is responsible for overseeing the daily operations of the Customer Service team during their assigned shifts. This includes managing the agents on their shift, handling escalated customer issues, and ensuring all customer service queries are dealt with efficiently. The role requires a combination of leadership, support, and escalation expertise to maintain high standards of service and manage complex customer interactions. The Shift Lead reports directly to the OPS Team Lead.&lt;/p&gt;
&lt;p&gt;&lt;br&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Lead and Manage Agents: Oversee the Customer Service agents during your shift, ensuring that customer queries are handled promptly, accurately, and in accordance with company policies.&lt;/li&gt;
&lt;li&gt;Escalation Management: Act as a point of escalation for agents, resolving complex customer issues and ensuring they are handled appropriately and professionally.&lt;/li&gt;
&lt;li&gt;Team Guidance: Provide day-to-day support to agents, guiding them on customer interactions, helping them improve their performance, and advising on the best approaches to challenging situations.&lt;/li&gt;
&lt;li&gt;Motivation &amp;amp; Performance Monitoring: Monitor agent performance, providing feedback and coaching to help them meet individual and team KPIs, and maintain high levels of customer service.&lt;/li&gt;
&lt;li&gt;Quality Assurance: Conduct regular quality checks on agent-customer interactions, providing feedback, and identifying areas for development to improve service quality across the team.&lt;/li&gt;
&lt;li&gt;Communication with QA &amp;amp; OPS TL: Keep the Team Leaders informed about operational challenges, team performance, and any major escalated issues that need to be addressed.&lt;/li&gt;
&lt;li&gt;Operational Efficiency: Ensure that all daily operations run smoothly, identifying potential issues early and escalating them to the appropriate departments when necessary.&lt;/li&gt;
&lt;li&gt;Customer Complaints &amp;amp; Resolution: Take ownership of escalated customer complaints, ensure they are resolved in a timely and professional manner, and that customers are satisfied with the outcome.&lt;/li&gt;
&lt;li&gt;Team Development: Provide coaching and feedback to agents during shifts, assisting them in their professional growth and ensuring they have the skills needed to handle customer interactions effectively.&lt;/li&gt;
&lt;li&gt;Shift Handover: Ensure a smooth transition between shifts by providing a detailed handover to the next Shift Lead including any ongoing customer cases or operational issues.&lt;/li&gt;
&lt;li&gt;Collaboration with Other Departments: Work closely with other departments (e.g., WFM, RG, PR) to ensure seamless communication and resolve cross-departmental issues that may affect customer service.&lt;/li&gt;
&lt;li&gt;Ad Hoc Tasks: Assist with any additional tasks or responsibilities related to the customer service operation during your shift, as required by the OPS and/or QA Team Lead.&lt;/li&gt;
&lt;li&gt;Any other task/responsibility which may be related and/or connected to the role of Shift Lead.&lt;br&gt;&lt;/li&gt;
&lt;/ul&gt;
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&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Who and what we are after?&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Previous experience in a customer service role, with a strong focus on escalation management.&lt;/li&gt;
&lt;li&gt;Proven ability to manage and lead a team of customer service agents, providing guidance and support.&lt;/li&gt;
&lt;li&gt;In-depth understanding of the customer service escalation process and the ability to handle complex customer interactions.&lt;/li&gt;
&lt;li&gt;Strong problem-solving skills and the ability to provide clear solutions under pressure.&lt;/li&gt;
&lt;li&gt;Excellent communication skills, both verbal and written, with the ability to coach, guide, and motivate agents.&lt;/li&gt;
&lt;li&gt;Ability to work independently and take initiative in resolving issues, while also being a team player and collaborating effectively with others.&lt;/li&gt;
&lt;li&gt;In-depth knowledge of company processes, policies, and products, along with a good understanding of iGaming regulations and responsible gaming practices.&lt;/li&gt;
&lt;li&gt;Ability to work flexible hours, including evenings, nights, weekends, and public holidays as needed.&lt;/li&gt;
&lt;li&gt;Strong customer service orientation with a commitment to delivering high-quality support to customers.&lt;/li&gt;
&lt;/ul&gt;
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&lt;p&gt;&lt;br&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Employee benefits&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Private health insurance&lt;/span&gt;&lt;span&gt; &lt;/span&gt;– because your wellbeing matters to us&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Wellness allowance&lt;/span&gt; –&lt;span&gt; &lt;/span&gt;up to&lt;span style=&quot;font-weight: bold&quot;&gt; €300 &lt;/span&gt;per year&lt;/li&gt;
&lt;li&gt;Fresh and healthy&lt;span&gt; &lt;/span&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Breakfast &amp;amp; Lunch&lt;/span&gt;&lt;span&gt; &lt;/span&gt;prepared &lt;span style=&quot;font-weight: bold&quot;&gt;everyday&lt;/span&gt; in our penthouse kitchen – you can&lt;span&gt; &lt;/span&gt;save up to €3,000 a year&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Birthday leave&lt;/span&gt;&lt;span&gt; &lt;/span&gt;– as we want you to celebrate your day&lt;/li&gt;
&lt;li&gt;Company and team-building&lt;span style=&quot;font-weight: bold&quot;&gt; events &lt;/span&gt;– trust us, these are legendary&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Relocation package to Malta&lt;/span&gt;, including flight and two weeks of accommodation&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Performance bonus&lt;/span&gt;&lt;span&gt; &lt;/span&gt;- &lt;span style=&quot;font-weight: bold&quot;&gt;up to 10% of base salary&lt;/span&gt; paid quarterly if you achieve your KPIs&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;And much more&lt;/span&gt; – see for yourself!&lt;/li&gt;
&lt;/ul&gt;
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&lt;p&gt;&lt;span style=&quot;font-weight: bold&quot;&gt;Our Recruitment process&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Online Assessment&lt;br&gt;&lt;/li&gt;
&lt;li&gt;Final interview with our Trainers&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;br&gt;&lt;/p&gt;
&lt;p&gt;Meet all the eligible criteria? Apply today and join the Immense Group team.&lt;/p&gt;
&lt;p&gt;Please take the time to read our Candidate&lt;span&gt; &lt;/span&gt;&lt;a rel=&quot;noopener noreferrer&quot; href=&quot;https://www.immensegroup.com/privacy-policy/&quot;&gt;Privacy Policy – Immense&lt;/a&gt;&lt;span&gt; &lt;/span&gt;prior to clicking ‘apply’.&lt;/p&gt;