Overview Patrianna is in search of a seasoned Head of Customer Support and Workforce Management. This role is not just about directing our customer support and workforce management functions, but about leading a strategic initiative to ensure exceptional service delivery and operational efficiency across all customer interactions and staffing operations. The ideal candidate will bring a robust background in data-driven performance optimization, team management, and a proactive approach to service excellence. Key Responsibilities
Leadership and Management: Lead the customer support and workforce management functions, fostering a culture of excellence, accountability, and data-driven optimization.
Strategic Oversight: Develop and implement comprehensive strategies to enhance the effectiveness and efficiency of customer support and workforce scheduling, focusing on metrics and data analysis to drive decisions.
Performance Metrics: Establish, monitor, and analyze key performance indicators (KPIs) across both functions, using data to drive performance improvements and align with the company's strategic goals.
Process Optimization: Continuously evaluate and refine customer support processes and workforce management systems to maximize operational efficiency and service quality.
Quality Assurance and Platform Management: Oversee quality control and manage the customer support platform, Zendesk, ensuring optimal utilization to improve service delivery and team productivity.
Talent Development: Direct recruitment, training, and development programs, ensuring teams are highly competent and aligned with Patrianna's standards of excellence.
Crisis Management: Resolve escalated issues and manage critical challenges effectively, maintaining service continuity and high customer satisfaction.
Data-Driven Reporting: Deliver detailed, data-oriented reports to senior management that reflect team performance, customer feedback, and strategic insights.
Qualifications
Experience: Around 5+ years in leadership roles within customer support including experience within workforce management, within the Gaming / i-gaming sectors, with a proven track record in using data to enhance operational outcomes.
Skills: Advanced skills in strategic planning and team management; expertise in CRM and workforce management software, particularly Zendesk; strong analytical skills to drive data-led decisions.
Characteristics: Proactive, data-driven, with excellent problem-solving skills and the ability to inspire and lead teams effectively.
Benefits
Competitive salary with performance-based incentives
Flexibility to work remotely with adaptable work hours
Comprehensive health, wellness, and insurance benefits
Opportunities for ongoing professional development and career progression
About Patrianna Patrianna, headquartered in Gibraltar, is a social casino gaming industry pioneer. We are dedicated to delivering innovative, high-quality gaming experiences. Our dynamic, rewarding environment values innovation, quality, and a customer-centric approach, making it an ideal place for professionals aiming to make a substantial impact in a progressive company. This revised profile emphasizes the strategic, analytical, and leadership skills necessary to lead Patrianna's customer support and workforce management functions towards achieving superior operational performance and exceptional customer satisfaction.