Back Office Team Lead (iGaming)

TL;DR

Back Office Team Lead (iGaming): Managing and coaching a team of Backoffice Agents to ensure high efficiency and excellent service delivery within the GameTech sector with an accent on performance monitoring and team development. Focus on optimizing departmental KPIs, resolving critical escalations, and aligning team goals with strategic business objectives.

Location: Buenos Aires, Argentina

Company

hirify.global is a leading GameTech company powering Betano, operating across 20 markets with a diverse global team.

What you will do

• Coach, mentor, and supervise a team of Backoffice Agents to foster a culture of high performance.
• Monitor and review departmental KPIs (CSAT, TCSAT, etc.) to ensure excellence in service delivery.
• Act as an escalation point for emergencies and critical issues involving the Backoffice team.
• Collaborate with CRM, Client Services, and Trading teams to assist with regulated procedures and operations.
• Participate in the hiring process and conduct regular performance reviews for direct reports.
• Develop flexible operational plans to adapt to changing priorities and high workloads.

Requirements

• Relevant experience leading a team in a call center or backoffice environment.
• Proficiency in MS Office, MS Outlook, and Google Analytics (GA).
• Fluency in English (both verbal and written).
• Ability to manage teams remotely.
• Must be located in Buenos Aires, Argentina.

Culture & Benefits

• Work in a diverse environment with colleagues from over 40 nationalities.
• Join a company certified as a Great Place to Work and recognized among the Best Workplaces in Europe.
• Opportunity to work with cutting-edge technology in the fast-growing GameTech industry.