Call Center Ombudsman Supervisor

Summary

Join Blaze, the fastest-growing casino in LATAM, as a Call Center Supervisor! Lead and motivate a team of gaming support agents, strategically improving support processes to ensure high player satisfaction and meet key performance targets. You will implement the ombudsman channel, manage the internal ombudsman team, and work on policy and process implementation. This role is responsible for the company's strategy in handling complaints. You'll supervise, mentor, and evaluate your team, ensuring accurate and timely information to players. Maintain a deep understanding of Blaze's offerings and stay current on industry trends.

Requirements

• Proven experience in a supervisory or management role within customer service or ombudsman-related functions
• Exceptional communication and interpersonal skills
• Ability to handle sensitive situations with professionalism and empathy
• Detail-oriented with strong analytical and problem-solving skills

Responsibilities

• Implement KPIs and SLAs in accordance with government guidelines
• Ensure high quality of service and compliance with current legislation regarding deadlines and responses
• Be responsible for the analysis of indicators linked to 0800 and for the strategic planning of actions aimed at protecting the company in a reputational and regulatory manner
• Screen Ombudsman cases, monitoring email and telephone performance
• Provide sustainable improvement of indicators
• Act in the construction of strategies to mitigate the receipt of complaints and optimize the experience of complaining customers
• Supervise and mentor a team of gaming customer support agents
• Conduct regular performance evaluations and provide constructive feedback
• Ensure agents provide accurate and timely information to players
• Maintain a deep understanding of the company's games, platforms, and services
• Stay up-to-date on gaming industry trends and best practices

Preferred Qualifications

Strong knowledge of iGaming industry regulations and compliance standards

Benefits

• Remote work
• Competitive salary and benefits
• A collaborative environment focused on innovation and compliance
• Opportunities for professional growth in a fast-paced industry
• The chance to work on high-impact projects with cutting-edge technologies