Call Center / Ombudsman Supervisor

We are Blaze, the fastest-growing casino in LATAM.

Blaze is a top-tier online casino platform providing fair, engaging, and innovative gaming experiences. We are committed to regulatory compliance and maintaining the highest standards of integrity in our games.

Empower a team of gaming support agents as the Call Center Supervisor. You will not only lead and motivate, but also strategically implement improvements to our support processes, ensuring high player satisfaction, and the achievement of key performance targets. This role will also be responsible for implementing the ombudsman channel, managing the internal ombudsman team, and working on the implementation of policies, processes, and escalation. Responsible for the company's strategy in handling complaints received by 0800 (email and phone).

Responsibilities

• Implementation of KPIs and SLAs in accordance with government guidelines; 

• Ensuring high quality of service and compliance with current legislation regarding deadlines and responses. 
• Responsible for the analysis of indicators linked to 0800 and for the strategic planning of actions aimed at protecting the company in a reputational and regulatory manner.
• Screening of Ombudsman cases, monitoring email and telephone performance; 
• Provide sustainable improvement of indicators; 
• Acting in the construction of strategies to mitigate the receipt of complaints and optimize the experience of complaining customers.
• Supervise and mentor a team of gaming customer support agents.
• Conduct regular performance evaluations and provide constructive feedback.
• Ensure agents provide accurate and timely information to players.
• Maintain a deep understanding of the company's games, platforms, and services.
• Stay up-to-date on gaming industry trends and best practices.

Requirements

• Proven experience in a supervisory or management role within customer service or ombudsman-related functions
• Strong knowledge of iGaming industry regulations and compliance standards is a plus
• Exceptional communication and interpersonal skills
• Ability to handle sensitive situations with professionalism and empathy
• Detail-oriented with strong analytical and problem-solving skills

Benefits

• Remote work
• Competitive salary and benefits.
• A collaborative environment focused on innovation and compliance.
• Opportunities for professional growth in a fast-paced industry.
• The chance to work on high-impact projects with cutting-edge technologies.