Customer Support Supervisor

Responsibilities

  • Oversee daily support operations, ensuring agent productivity and service continuity
  • Monitor agent performance in real time, providing coaching and feedback
  • Conduct regular team meetings to align on performance goals
  • Manage ticket queues and customer interactions during peak periods
  • Handle escalated customer complaints and complex issues
  • Review customer interactions for compliance with quality standards and regulations
  • Track and analyze KPIs including response times and customer satisfaction
  • Lead initiatives to improve support workflows and service quality
  • Prepare and present operational performance reports to senior management

Requirements

  • Proven experience in a supervisory or leadership role within iGaming or customer support
  • Experience in people management and coaching
  • Hands-on experience with CRM systems and customer support platforms
  • Strong analytical skills to drive data-informed decisions
  • Solid knowledge of industry regulations and compliance standards

Benefits

  • Health & Wellness Focus
  • Global Medical Coverage
  • Growth Opportunities
  • Benefits Programs (gym, dental, psychological services)
  • Performance-Driven Rewards
  • Dynamic Work Environment

About the Company

Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America.

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