Description:
BettingJobs are working with a growing, successful Casino operator, who are looking for a Head of Contact Centre (iGaming) to join their team in Dubai.
Responsibilities:
- Lead and manage the contact centre team responsible for customer support, ensuring high-quality service delivery.
- Develop strategies to optimize customer interaction processes and enhance overall customer experience.
- Implement and monitor key performance indicators (KPIs) to drive operational efficiency and meet business goals.
- Analyse contact centre data and customer feedback to identify areas for improvement and provide insights for decision-making.
- Collaborate with other departments to ensure alignment with overall company objectives and initiatives.
- Stay informed about industry trends and best practices to continuously improve contact centre operations.
- Drive a commercial approach to customer service, maximizing revenue opportunities and customer loyalty.
Requirements:
- Proven experience in a senior management role within a contact centre environment, preferably in the iGaming industry.
- Strong understanding of commercial aspects of customer service and ability to drive revenue through customer interactions.
- Excellent leadership and communication skills, with a track record of building and managing high-performing teams.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Strategic thinking and ability to contribute to the development of business strategies related to customer service.
- Knowledge of customer service technologies and tools to enhance operational efficiency.
- Flexibility to adapt to a fast-paced and dynamic work environment.