Salary:
Competitive
Sofia
Vacancy Type:
Permanent
Brand:
20 (partypoker)
About The Role

Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.

The role in a nutshell:

You'd be responsible for the day-to-day management of the operations to ensure delivery of service within the agreed quantitative and qualitative standards with focus on customer satisfaction and timely resolutions.

What you'll be doing: 

  • Ensuring adequate staffing aligned with the resource availability and workload;
  • Maintain agreed service levels;
  • Prepare shift reports;
  • Distribute and monitor regular and extra tasks;
  • Technically direct and coordinate the workload of the agents on the floor;
  • Facilitate resolution of work-related issues of team members;
  • Coach the team members to ensure sustained contribution;
  • Assist team members in organizing and accomplishing own tasks;
  • Report incidents, bugs and malfunctions affecting both external and internal processes in a timely manner;
  • Liaise with other teams, departments and Label owners to resolve issues and to ensure quick First time resolution (FTR);
  • Handle escalations and follow up on complaints from customers and/or agents;
  • Maintain effective communication flow, acting upon and passing on relevant information to and from the team;
  • Maintenance and continuous enhancement of all relevant reports concerning mainly attendance, behavior, processes, trends;
  • Communicate assignments, milestones and deadlines to the team and individuals based on Team Leaders instructions;
  • Observe training needs and communicate training needs and requests to Team Leaders;
  • Observe and inform Team Leaders of attendance and behavioral problems;

Occasional:

  • Analyze and challenge internal and external processes and contribute ideas and suggestions for their improvement;
  • Initiate, facilitate and conduct team huddles and meetings with varied purposes and desired outcomes;
  • Provide reports on suspicious customer activities.

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.