Swedish / Finnish Customer Support Team Leader

Bethard was founded in 2012 and consists of a team of passionate individuals with a vision to create and promote extraordinary iGaming brands. Bethard Group offers online casino and sports betting through several different brands and employs over 50 staff from over 10 countries. Our vision is to become the leading iGaming operator in Europe - naturally we're 100% committed to developing the best new iGaming products and experiences to all gamers. At Bethard we are currently looking for an ambitious and enthusiastic Customer Support Team Leader who will fit in our fantastic dream team.

Job description:
. Contribute and take actions towards a positive working environment;
. Give feedback to agents, Customer Service Manager & Trainers on areas of improvement
. both on department level as well as individual feedback;
. Collaborate with other members of the Customer Service Team to make sure we work in a unified manner and reach our overall goal;
. Create a positive team spirit;
. Perform salary reviews and development talks according to company policy;
. Hold individual one on one´s with agents on a monthly basis to ensure that quality and efficiency is up to standard;
. Monitor the performance of the agent and make sure it is in line with the overall goals;
. Communicate what is expected from an agent in his/her role, both in terms of skills and attitude;
. Set yours and the team's schedule - accounting for operational work hours, vacation and sick leave: create and maintain schedules for agents in the markets/Brands for which you are responsible;
. Report sick leave, vacation leave and bonus compliance on a monthly basis;
. Recruit the members of the team when needed;
. Assist your fellow Team Leaders in managing their teams and markets when they are absent;
. Complete your daily tasks set by your manager.


Qualifications:
.1.5 years of iGaming experience
. Excellent written and verbal English and any other language mainly Finnish or Swedish will be considered an asset
. Can work well under pressure
. Exemplary and responsible team player


At Bethard, we are on an infinite journey, where our goal is to create an outstanding workplace. We believe in releasing the talent and creativity in every person who works with us. Our bright open-plan office is in the heart of Malta's amusement area with plenty of cafés and restaurants to choose from and offers a modern, relaxed, and welcoming environment. We offer private health insurance, health benefits, family friendly company policies as well as exciting company events. Welcome!