[Hiring] Call Center / Ombudsman Supervisor @Blaze
Mar 18, 2025 - Blaze is hiring a remote Call Center / Ombudsman Supervisor. 💸 Salary: competitive salary and benefits. 📍Location: Latin America (LATAM).
Role Description
Empower a team of gaming support agents as the Call Center Supervisor. You will not only lead and motivate, but also strategically implement improvements to our support processes, ensuring high player satisfaction, and the achievement of key performance targets. This role will also be responsible for implementing the ombudsman channel, managing the internal ombudsman team, and working on the implementation of policies, processes, and escalation. Responsible for the company's strategy in handling complaints received by 0800 (email and phone).
- Implementation of KPIs and SLAs in accordance with government guidelines
- Ensuring high quality of service and compliance with current legislation regarding deadlines and responses
- 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
- Screening of Ombudsman cases, monitoring email and telephone performance
- Provide sustainable improvement of indicators
- Acting 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
Qualifications
- Proven experience in a supervisory or management role within customer service or ombudsman-related functions
- Strong knowledge of iGaming industry regulations and compliance standards is a plus
- Exceptional communication and interpersonal skills
- Ability to handle sensitive situations with professionalism and empathy
- Detail-oriented with strong analytical and problem-solving skills
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
Company Description
We are the future of gaming. We are a team of industry professionals with a background in gaming, technology, entertainment, and consumer-tech, gathered together to create a brand new innovative tech-advanced and user-friendly online casino, allowing those who love to gamble to have more fun with extra convenience!
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| 📍 | Be aware of the location restriction for this remote position: Latin America (LATAM) |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
competitive salary and benefits
|
Remote
Location
Latin America (LATAM)
|
|
Job Type
unspecified
|
Posted
Mar 18, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Latin America (LATAM) |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
