Team Lead First Line Support

Team Lead First Line Support

Serbia

Full-time

SOFTSWISS is a rapidly growing IT product company, which always welcomes professionals in various areas of IT and iGaming to join the team. We are looking for highly motivated and goal-oriented individuals who are willing to share their thoughts and ideas with like-minded people and get additional knowledge and experience in return.

Currently looking for a candidate within Serbia.

Responsibilities:

  • Managing and leading a team of employees
  • Motivating team members and assesses performance
  • Providing help to management, including hiring and training, and keeps management updated on team performance
  • Searching for process/procedure optimisation and work improvement of the team
  • Meeting team’s SLAs and KPIs 
  • Performing effective people management (one-to-ones, coaching, performance  development meetings)
  • Daily/weekly control and monitoring of the operations (timely reaction on different situations, anomalies,  missed chats etc)

Requirements:

  • 1+ year of experience in managing a team 
  • Experience in the gaming industry required
  • Proven record of improving SLAs for support teams
  • Experience working with data analysis and dashboards
  • Strong leader and collaborator with excellent negotiation and communication skills (both verbal and written) in English, other languages will be  a plus
  • Driven, self-motivated and highly flexible team player attitude

Work conditions:

  • Opportunity to join one of the most progressive and fast-growing IT spheres
  • We are working in dynamic constantly growing business terms: developed processes, opportunity to influence outcomes and share experiences, quality not quantity
  • Our own products line which has recommended itself multiple times in a variety of market cases
  • Your salary is protected against inflation and currency spikes, the whole salary amount is specified directly in the job offer
  • Social package
  • Referral program

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