Kaizen Gaming: A Leader in GameTech We empower innovation and excellence, delivering top-notch experiences to millions of customers worldwide. With a diverse team of over 2,700 members from 40+ nationalities across 3 continents, we pride ourselves on being a Great Place to Work. Our collaborative environment fosters growth, diversity, and inclusivity. About the Role The Backoffice Team Leader is an experienced Customer Service professional with a proven track record of managing high-performing teams. This role reports directly to the Backoffice Manager/Backoffice Supervisor and involves leading a team of Backoffice Agents in achieving strategic objectives and providing exceptional service. Key Responsibilities - Collaborate in defining recruitment needs and participate in hiring processes to select top talent aligning with business objectives. - Cultivate a culture of high performance by coaching, mentoring, and supervising a team of Backoffice Agents. - Equip teams with necessary resources, tools, and processes to excel in their roles. - Delegate tasks effectively, remove obstacles, and ensure clear roles, responsibilities, and reporting lines for each team member. - Train and onboard new staff within allocated timeframes. - Establish clear expectations and goals for the team, linking them to overall business strategy. - Monitor and review Backoffice performance, focusing on departmental KPIs (CSAT, TCSAT, etc.). - Conduct regular performance reviews, providing constructive feedback to enhance direct reports' capabilities and performance. - Serve as the primary point of contact for emergency or critical issues affecting the Backoffice team. - Anticipate potential problems, identify root causes, and implement solutions to overcome challenges. - Develop adaptable plans to handle changes and priorities, ensuring effective workload management. - Maintain awareness of market trends and competitors' activities. - Collaborate closely with other operational teams (CRM, Client Services, Trading, etc.) to support regulated procedures and ongoing operational duties. Requirements - Proven experience in leading a team in a call center/backoffice environment. - Familiarity with MS Office, MS Outlook, Internet Explorer, and other applications like GA. - Effective remote management skills. Diversity and Inclusion We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation, or age.