Job Title:   Call Centre Team Lead
04 / 19 / 2013
303073
Toronto
ON
CANADA
Canada

GTECH S.p.A. is a leading commercial operator and provider of technology in regulated worldwide gaming markets. It delivers best-in-class products and services, with a commitment to the highest levels of integrity, responsibility and shareholder value creation. GTECH S.p.A. operates in all continents and it employs over 8.500 individuals worldwide in 52 countries. Its offices are present in 46 countries with customers in 119 States. For more information, please visit our website at www.gtechlottery.com.

JOB DESCRIPTION:
PRINCIPLE DUTIES AND RESPONSIBILITIES
  • Ensuring adherence to service level agreements through effective communication and monitoring with the team
  • Coaching, motivating and mentoring staff
  • Assisting agents with queries as they arise
  • Assisting Team India Team Leaders and vice- versa  (Skype)
  • Assisting remote Chat Masters (Skype)
  • Arranging replacement in chat rooms if needed
  • Ensuring high quality output of communications with Partners (B2B plan)
  • Assisting Partners on a one to one basis (Telephone, Skype, Email)
  • In the critical situations – promptly and adequately acting in order to solve the problem asap ; - bingo sites/chat rooms or any technical issues related to bingo – call QA on Call + email QA, Techs
  • Poker/WebDollar backend  issues – report to boss techs and on call Poker team member
  • Ensuring fraud prevention tools are used in accordance with instruction
  • Co-operating with other departments, if needed
  • Monitoring breaks, sickness, absence, holidays and adhering to operational disciplines
  • Building and maintaining good working relationship
  • Building a positive atmosphere within the call centre (espirit de cour)
  • Leading by example to the team as indicated by the name of the position (TL)
This description is a summary of principal duties and responsibilities and is not intended to include all duties which may be assigned.

JOB REQUIREMENTS
REQUIREMENTS
  • Previous experience in dealing with both internal and external customers at all levels
  • Is able to build and maintain good working relationships
  • You will be committed to improving levels of customer service
  • Have good analytical approaches to problem solving
  • Can resolve support issues to final resolution and to a significantly high standard
  • Can ensure fraud prevention tools are used in accordance with instruction
  • Have excellent written and verbal communication skills with attention to detail
  • Have excellent interpersonal skills
We thank all applicants for their interest, however, only those selected for an interview will be contacted.
 
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