About VGW Malta Administration Ltd.
OUR STORY We started in 2010 with the vision of creating a virtual world with a focus on gaming and entertainment. Since then, VGW has grown into a leading social gaming provider offering players a broad range of fun and engaging games. What started as slots only offering has grown to include a number of table games including poker, black jack and roulette.
WHY YOU WILL ENJOY WORKING AT VGW?
We are committed to building something amazing, pushing our boundaries and having fun in the process. No suits (unless you want to wear one), flexible working hours, work from home is offered and when we do our annual planning session, we make sure we include everyone - the whole company is invited! What's more, that usually at an exciting overseas destination! Don't be fooled though, its no tea break - we are all obsessive about our products, customers and expect you to be too. We are a diverse company which believes in a work hard / play hard ethos. We are determined to find the strongest talent in our space and it's our current mission to scour the globe to find it.
ABOUT THE ROLE
To lead and manage the Customer Service Operations Team
What will you do?
Understanding the quality of responses from agents by looking at tickets and working with agents
Talking to the Managers and understanding what their priorities are
Giving feedback to the managers on where and how to improve their teams
Understanding structural issues by looking at how the teams work together
Making structural, role and personnel changes to improve the effectiveness of the team
What are the requirements?
Bachelor’s or Master’s degree preferably in any business or related course
12+ years experiencein Customer Service Operations with at least 5+ years on Senior Leadership, Operations Director role or similar
Experience in Online Gaming industry is an advantage but not required
Experience in assessing Organizational needs, coming up with solutions and implementing initiatives
Management experience, particularly modern Leader-Leader style management principles
Experience in relationship building with Key stakeholders
Experience in understanding high-level business operations with focus on Customer satisfaction
Fluent in speaking and writing English
Skills & Abilities
Excellent analytical skills and demonstrated success in making timely and effective decisions that support the business
Must have people management and program management skills
Must have good understanding of what good customer service look like
Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continuous improvement, empowerment, and increasing transparency
Excellent communication and mentoring skills
Strong empathy for customers
Strong problem-solving ability
Ability to manage external Stakeholders, communication & reporting
Ability to manage influence through persuasion, negotiation, and consensus building
Enthusiastic and creative leader with the ability to inspire others
Sounds like a challenge? Apply Now!
