Call Center / Ombudsman Supervisor - Remote

Overview

We are Blaze, the fastest-growing casino in LATAM. Blaze is a top-tier online casino platform providing fair, engaging, and innovative gaming experiences. We are committed to regulatory compliance and maintaining the highest standards of integrity in our games.

In Short

• Lead and empower a team of gaming support agents.
• Implement improvements to support processes.
• Ensure high player satisfaction and achievement of performance targets.
• Manage the internal ombudsman team.
• Implement policies and processes for complaint handling.
• Monitor and analyze complaint indicators.
• Conduct performance evaluations and provide feedback.
• Stay updated on gaming industry trends.
• Ensure compliance with legislation and service quality.
• Strategically mitigate complaints and improve customer experience.

Requirements

• Experience in customer support and team leadership.
• Strong understanding of KPIs and SLAs.
• Ability to analyze performance indicators.
• Excellent communication skills.
• Knowledge of the gaming industry.
• Experience in complaint management.
• Strategic thinking and planning skills.
• Ability to mentor and motivate teams.

Benefits

• Competitive salary.
• Opportunities for professional growth.
• Dynamic work environment.
• Engagement in the gaming industry.