Call Center / Ombudsman Supervisor

The Call Center / Ombudsman Supervisor at Blaze is responsible for leading and mentoring a team of gaming customer support agents, implementing KPIs and SLAs in accordance with guidelines, and ensuring compliance with legislative requirements. This role involves analyzing service indicators linked to customer complaints, screening ombudsman cases, and optimizing customer experience to mitigate complaints. The supervisor also oversees performance evaluations and maintains deep knowledge of the company's games and services.

Candidates for the Call Center / Ombudsman Supervisor position at Blaze should possess proven supervisory experience in customer service or related fields, particularly in the iGaming industry. Strong communication and interpersonal skills are essential, as well as the ability to handle sensitive situations with empathy. Attention to detail and strong analytical skills are also required, along with knowledge of industry regulations and compliance standards.

At Blaze, ensuring high player satisfaction begins with the Call Center / Ombudsman Supervisor implementing strategic improvements in support processes. This includes continuous training and mentoring for customer support agents, monitoring service performance, and analyzing feedback to enhance the overall player experience. By maintaining a detailed understanding of gaming trends and best practices, the supervisor can guide their team in providing exceptional service.

The work environment at Blaze for the Call Center / Ombudsman Supervisor is remote and collaborative, focusing on innovation and compliance within the iGaming industry. Employees experience a supportive atmosphere that encourages professional growth and offers competitive salaries along with appealing benefits. The team works on high-impact projects utilizing cutting-edge technologies, making it a dynamic place to work.

The Call Center / Ombudsman Supervisor at Blaze will have numerous opportunities for professional growth in a fast-paced technology-driven environment. Blaze encourages skill development through training programs, mentoring, and the chance to work on innovative projects that enhance knowledge of the gaming industry and lead to career advancement.

When answering this question, share your approach to leadership and mentoring. Discuss how you prioritize team motivation and growth while ensuring they meet performance targets. Highlight any strategies you use to foster collaboration and communication within your team.

Employ specific examples of how you've effectively managed stress and maintained service quality during peak hours or crises. Emphasize your ability to keep a cool head and support your team to do their best work under pressure.

Outline a structured process you follow to address customer complaints, including listening actively, empathizing, and providing clear solutions. Offer an example of a successful resolution you have implemented in the past.

Discuss the resources you utilize to keep yourself informed, such as industry publications, webinars, or forums. Share your commitment to ongoing learning and adapting to compliance requirements to ensure your team is well informed.

Explain key performance indicators (KPIs) you track to assess team success, such as call resolution rates, customer satisfaction scores, and agent productivity. Share how these metrics contribute to strategic planning and performance improvements.

Describe your hands-on techniques for coaching, such as setting clear expectations, conducting regular one-on-one reviews, and providing constructive feedback. Mention your methods for recognizing strengths and areas for improvement.

Articulate a proactive approach to process evaluation and enhancement. Provide examples of past initiatives you’ve implemented that led to improved response times or customer satisfaction.

Share how a thorough understanding of gaming trends informs your decision-making, shapes your team's strategies, and equips your agents for better customer interactions. Illustrate this with relevant examples.

Offer a specific example of when your intervention positively impacted performance metrics. Detail the problem, your action, and the measurable outcomes that followed from your approach.

Summarize the importance of communication, team spirit, and training in fostering a successful customer support team. Provide insights into how you would cultivate these elements as a Call Center / Ombudsman Supervisor.