Cs Desk Manager

Playtech; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading gaming technology company in São Paulo is seeking a Customer Service Desk Manager to enhance team performance and customer satisfaction. The ideal candidate will lead a customer service team, ensuring alignment with SLAs and KPIs, while fostering a collaborative environment. Strong communication skills in both English and Brazilian Portuguese are essential, alongside experience in customer service operations. This role offers opportunities for professional growth in a diverse and inclusive workplace.

Serviços

Professional growth opportunities

Comprehensive benefits

Collaborative team environment

Qualificações

• Proven experience in corporate training and development.
• At least 1 year in a customer service role.
• Fluency in English (C1) and native-level Brazilian Portuguese.

Responsabilidades

• Manage team performance and alignment with SLAs and KPIs.
• Participate in recruitment and coaching of Customer Service Associates.
• Analyze customer service data to drive improvements.

Conhecimentos

Customer service operations

Problem-solving

Communication

Data analysis

Leadership

MS Office proficiency

Creativity

Formação académica

Bachelor's degree in relevant field

Ferramentas

MS Excel

MS Word

MS PowerPoint

MS Outlook

Descrição da oferta de emprego

Company Description About Playtech

Founded in , the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B business.

By leveraging its proprietary technology, Playtech delivers innovative products and services to ensure a safe, engaging and entertaining gaming experience.

Here at Playtech, we genuinely believe that people are our biggest asset.

Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions.

Embracing differences and maintaining transparency in our processes is the core of Playtech's overall commitment to responsible business practices.

Ready to level up your career?

Playtech Managed Services is looking for a passionate Customer Service Desk Manager to join our team at Playtech's new Brazilian Playtech Managed (PTMS) Services in Sao Paulo - SP.

If you're a strategic leader with a passion for driving performance, empowering teams, and shaping a high-impact, data-driven customer service environment - we want to hear from you!

Job Description Your influential mission.

You will...

• Take ownership of team performance, progress, and achievements through efficient process organization.
• Set clear goals, monitor progress, and provide regular feedback to align with SLAs and KPIs.
• Recognize and celebrate individual and team accomplishments to foster motivation and engagement.
• Promote a positive, competitive, and collaborative team environment.
• Prepare and analyze manpower reports and team schedules in compliance with labor laws.
• Ensure timely reporting and resolution of system-related issues.
• Organize and participate in regular team meetings and departmental updates.
• Maintain effective communication across departments, licensees, and stakeholders.
• Provide timely updates and elevate critical feedback or issues to senior management.
• Represent the company professionally in all internal and external interactions.
• Facilitate problem-solving and consensus-building within the team.
• Present results to corporate clients during daily, weekly, and monthly meetings.
• Recruit, interview, and promote Customer Service Associates.
• Monitor individual performance and implement training, coaching, and development plans.
• Encourage creativity, continuous improvement, and career growth—both horizontal and vertical.
• Identify and resolve interpersonal conflicts, escalating when necessary.
• Collect and analyze quality data to drive proactive solutions and enhance customer experience.
• Participate in regular training sessions and stay up to date with process documentation.
• Adhere to and enforce internal policies including Responsible Gambling, AML, and Data Protection.

Qualifications Components for success.

You...

• Hold a bachelor's degree in a relevant field (such as Education, Communication, or HR), or bring extensive, proven experience in corporate training and development.
• Have at least 1 year of experience in a similar role, ideally within a customer service environment.
• Possess strong knowledge and hands‑on skills in customer service operations, including inquiry handling, problem‑solving, and customer satisfaction strategies.
• Communicate fluently in English (C1 level), both written and spoken, and speak Brazilian Portuguese at a native level with excellent communication skills.
• Demonstrate strong computer literacy, especially with MS Office tools (Excel, Word, PowerPoint, Outlook).
• Understand customer service principles and best practices, and manage customer interactions effectively to resolve issues and ensure satisfaction.
• Extract, summarize, and present key information clearly and concisely, with solid knowledge of business processes and strong presentation skills.
• Meet performance standards across key indicators, including customer orientation, quality and excellence, job knowledge, results‑driven mindset, professionalism, integrity, trust and commitment, time management and punctuality, communication skills, and technical aptitude.
• Solve problems with creativity and resilience, showing patience and adaptability in challenging situations.

You'll get extra points for...

• Supports risk management tasks and consults with dedicated teams for complex cases.
• Assists in managing operational projects and ensures timely delivery.
• Communicate project status, risks, and issues both verbally and in writing.
• Provide ongoing feedback to improve operational processes and product offerings.
• Complete additional tasks as requested by management to support business needs.

Additional Information Thrive in a culture that values...

• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A commitment to innovation and excellence.
• A diverse and inclusive workplace where everyone is welcome.
• Comprehensive benefits and compet