Customer Service Manager French Market in Malta

Job n°253802

Betclic Everest Group is looking for a Customer Service Manager for the French Market (h/f)

We are a European online gaming site created in Paris in September 2007 by a French entrepreneur. Betclic has a unique portfolio comprising 5 diverse and complementary international brands: Betclic, bet-at-home.com, Everest, Expekt and Monte Carlo Casino. Betclic Everest Group is owned equally by two European actors of entertainment.



Based in Malta with more than 300 days of sunshine a year, with offices in the heart of Sliema, a hub for international trade and a popular tourist destination. Our offices are located just meters from the beautiful Mediterranean Sea with many cafes, restaurants and a busy shopping area just seconds away. 

The Customer Service Manager will be responsible for the service delivery of the French Customer Service teams and to supervise, motivate and manage a group of Team Leaders and Trainers (total staff of 40 FTE+) ensuring the achievement of key objectives to drive customer service throughout the French market, as well as actively contributing to the long term vision and direction of the CS function within the company.

Job Functions 

- To manage the inbound and outbound communication channels and processes for the French CS department as per agreed strategy ensuing we give the best possible service to our customer at all times;

- To manage and monitor the performance of the French CS teams including performance against key performance indicators and metrics; 

- To take responsibility for the achievement of pre-defined teams goals, targets and KPI's;

- To be responsible for assessing and setting new targets/KPI's to ensure the right results for the customer business and staff; 

- To effectively manage & lead the French CS Team Leaders and Trainers in day to day activities, identifying and resolving issues, and ensuring quality of service given to customers and internal departments; 

- To provide the department with defined objectives which are closely aligned to division strategy; 

- To be responsible for the timely flagging and tracking of customer affecting issues to various other functions within the company;

- To regularly updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations; 

- To build relationships with key stakeholders (internally and externally) and engage with other areas of the business to ensure the right results for the customer; 

Qualifications and Experience 

- 3 years+ experience of management in a contact centre environment 

- Must show experience of managing towards tough targets whilst sticking within set resource/budget allowances 

- Experience of managing at department level (i.e. managing managers) 

- I-gaming experience greatly preferred 

- Fluent French and English speaker 

- Proven track record of people development and employee engagement at all levels 

- Ability to manage and motivate different types and levels of staff 

- Excellent communication skills-must show ability to communicate in a clear and structured manner as well as persuade and influence key stakeholders 

- Strong analytical and problems solving skills 

- Works well under pressure and to deadlines within a fast paced business

Warning: This vacancy is to be filled at the European Jobday Contact Center on October 6, 2015, in presence of the employer and Actiris International.

You can attend prior to a preparatory workshop for the European Job Day Contact Center. During this workshop, you will receive information on the content of functions in a Contact Center, the employers that will attend as well as on the development of the day.

The workshops :

The workshops are organized

•           In Brussels the 29th of September 2015 from 9h30 till 12h30 Registrations HERE
•           In Brussels the 29th of September  2015 from 14h00 till 17h00. Registrations HERE
•           In Wallonia the 28th of September  in Liège from 9h30 till 12h30 and from 14h00 till 17h00

and the 29th September in Tournaifrom 9h30 till 12h30 and from 14h00 till 17h00

Register for Wallonia HERE

The European Jobday Contact Center day :

You can register at our European Jobday Contact Centre day the 6th of  October 2015HERE