Support Team Manager

Yggdrasil Gaming is looking for a Support Team Manager who will ensure to achieve first: class customer and partner service. The primary responsibility is to define strategies and plans for the customer support function and improve customer support quality by monitoring and evaluating customer and partner support strategies, analyzing results and trends, and implementing necessary changes. You will be the part and the manager of the experienced Support Team which will help you to successfully drive the function from start to end. You will continue the implementation of a performance: oriented culture with a customer: centric mindset that delivers a world: class customer satisfaction experience. Objectives: Be responsible for the completion of action plans, customer support quality and day: to: day work. Effectively plan, manage, monitor the function (including staff, budgets, knowledge, and contacts) to deliver the agreed strategic outcomes and corporate objectives. Ensure all staff in the function operate at the level of competence for their posts, to coach, support and develop staff to enhance their performance and to take effective steps to deal with underperformance. Optimize Support processes according to the business needs and ensure effective use of resources across the function and that the team and function is effectively monitored and controlled Ensure that the work within the team supports and is coordinated with other team/departments to achieve the companys strategic objectives Ensure that all work follows current policies, processes, procedures and that the execution is fully compliant. Be responsible for improving customer support processes and procedures for the department, ensuring full implementation ofthesupport strategies across the business and its products and services. Automation is key. Be responsible for communicating the vision, strategy and objectives of the support department, monitoring, and reviewing each persons contribution to the betterment of the customer support and appraising outstanding customer support performance. slide 14 to 18 of 8 Work life balance Relocation package Health Insurance Fun and Excitement in everything we do Work life balance Relocation package Health Insurance Fun and Excitement in everything we do Work life balance Relocation package Health Insurance Fun and Excitement in everything we do Work life balance Relocation package Health Insurance Fun and Excitement in everything we do Work life balance About YGG Yggdrasil is a provider of superior online gaming solutions for iGaming operators. The business was founded in 2013 and is today one of the industrys most respected and acclaimed suppliers. In 2019 Yggdrasil introduced the three pioneering value propositions; YG Franchise, YG Masters and YG Game IP, of which the last two are powered by Yggdrasils enabling technology solution GATI (Game Adaptation Tool and Interface). Since its inception, Yggdrasil has embarked on a rapid growth trajectory enabled by a strong corporate culture focused on innovation, creativity, quality and technology leadership. The licensee, Yggdrasil Gaming is licensed and regulated by the Malta Gaming Authority. License No. MGA/B2B/230/2012. Date of issue: 1st August 2018. View our Privacy Policy. Tagliaferro Business Centre, Level 2 High Street c/w Gaiety Lane, Sliema, SLM 1551 Malta