Growe welcomes those who are excited to: - 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. We need your professional experience: - 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). We appreciate if you have those personal features: - 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. We are seeking those who align with our core values: - GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals; - DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success; - BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.