Customer Service Team Leader - iGaming Industry

Lead the Customer Service Team by conducting monthly 1-2-1 meetings, delivering constructive feedback, and ensuring all members comply with shift allocations to achieve contact centre targets. Monitor customer contacts to highlight improvement areas, while providing side-by-side training for new hires and regular coaching to drive key business results. Cascade relevant information through team briefing sessions and manage organisational incentive activities to motivate the group. Maintain up-to-date skills knowledge for all team members through ongoing development initiatives.