Job Summary The Customer Support Supervisor role is a leadership position within the customer support team. This individual will oversee daily operations, ensure agent productivity, and provide real-time support to customers. Key Responsibilities - Oversee daily operations, ensuring agent productivity and adherence to schedules; - Work with agents to provide real-time support and constructive feedback on performance; - Lead team meetings to share updates and reinforce training objectives; - Address escalated customer issues and manage emergency ticket handling when required; - Monitor customer interactions to maintain compliance with quality standards; - Track performance metrics, such as response and resolution times, to ensure efficiency; - Collaborate with other teams on projects aimed at improving support operations; - Manage project timelines, deliverables, and outcomes to support organizational goals; - Provide regular updates to senior management on support operations and project progress. Requirements - Proven experience in a leadership role within the gambling industry or in customer support department; - Strong leadership and team management skills; - Proficiency in customer support tools and technology; - Analytical skills for data-driven strategic planning; - Knowledge of industry regulations and best practices; - Advanced level of English (written and spoken). Personal Qualities - Strong organizational and prioritization skills to meet deadlines; - Excellent communication and interpersonal abilities; - Ability to work effectively in a fast-paced environment and handle pressure; - A collaborative mindset with excellent team-player abilities; - Proactive problem-solving skills to address complex issues promptly.