CS Manager
Anakatech, Bulgaria

Anakatech is an innovative technology company focused on the development of its iGaming Platform and unique variety of soft games both web and mobile-based. The company is B2B oriented and accomplishes the whole cycle, from the development of games to the support of our partners amp; end-users.

Established in 2013, with an office in Sofia, Bulgaria, Anakatech’s growing global teams of highly skilled professionals offers our clients expertly developed software, a spectacular selection of games, comprehensive business solutions, achieved through our marketing, analytical, and support services, while still retaining the enthusiasm of industry pioneers.

For our office in Bulgaria, we are currently looking for a highly-motivated person to join our team as a CS Manager.

Responsibilities

• Manage and supervise a team of customer support agents;
• Act as first point of contact for the team members;
• Act as a focal point of escalations and follow up with all other departments on the front-line issues and needs;
• Distribute tasks among the agents and re-organize the pre-defined task schedule during shifts according to the workload;
• Approve of agent breaks and ensure that the break policy is followed.
• Coach, motivate and build team spirit;
• Present new ideas and possible improvements in operational aspect to the Head of Department(but not limited to). Revise, analyze and come up with new ideas regarding the department’s processes and procedures;
• Work within the team to achieve the required results and to meet the Company’s targets;
• Prepare, monitor and track team’s KPIs pacing (being Sales or CS ones) on weekly and monthly basis;
• Some reports might be related (but not limited to) to volume of contacts, reasons about increased workload periods, sales and customer support achievements, technical issues, promotional issues, customer satisfaction etc;

• ttend meetings and present weekly and monthly results, strengths, weaknesses of the team that are being managed. Propose and implement action plan to tackle challenges faced in previous months;
• Create improvement plans for his team members if needed;
• Participate actively in the recruitment and training process of new employees;
• Ensure understanding of the expected behaviors and act as a role model to others by fostering a cohesive, creative and engaging working environment;
• Facilitate problem solving and collaboration, intervene when necessary.
• Organize and perform weekly One to One sessions with every team member in order to provide them with updates and feedback;
• Manage employees’ expectations and eventual requests;
• Prepare and conduct the performance reviews (every 6 months, based on agents’ performance);
• Work in close collaboration with the other Customer Service Managers from the Department (but not limited to);
• Manage tasks and deadlines set by the Department Head ;
• Manage the scheduling process for his team. Approving of all agents’ attendance records on a weekly and monthly basis;
• Planning of agents’ vacations and compensations days.

Requirements

• Excellent verbal and written communication skills in French and English;
• At least one year as Senior agent or previous Team Lead/Customer Service Manager experience required;
• Previous experience in the Gaming or CFDs industry an advantage;
• Advanced knowledge in aspect CSamp;Sales operations;
• Ability to learn and adapt in a dynamic, multinational, multilingual and multicultural environment;
• Competency and advanced knowledge regarding the department’s operation tools;
• Out of the Box mindset;
• Ability to cope with various tasks and on some occasions to act and react under pressure.

Benefits

• A Dynamic and rapidly growing global company;
• Great and supportive working environment;
• Opportunity to join a family of great and friendly talents (like you);
• Highly competitive salary;
• Annual Bonus;
• Bonus day off for a Birthday;
• Special occasions gifts;
• Very good benefits system which includes sports card, additional health insurance (with dental services) and others;
• Long-term career opportunity and job security in a multinational company;
• Brand new offices with play and relaxation zones. Ahh and a fabulous 360-degree view of Sofia :-)

Job Rewards and Benefits