Novibet is looking for a Customer Care Learning Manager to join our team in our offices in Athens.
Novibet, founded in 2010, is an established Game Tech company that operates in Europe (Greece, Cyprus, Italy, Ireland), the Americas (Canada, Brazil, Mexico, Chile, Ecuador), and New Zealand. With offices in Greece, Malta, and Brazil, Novibet is committed to delivering the best sports betting and gaming experience to an ever-expanding customer base.
At Novibet, we are committed to delivering an exceptional customer experience! Our dynamic customer care department, consisting of over 200 talented individuals, is the heartbeat of our organization, ensuring top-notch service to our customers.
As the Customer Care Learning Manager, you will play a pivotal role in ensuring our customer support team is equipped with the knowledge and skills to deliver outstanding service. Leading a team of Customer Care trainers, the Customer Care QA team & the Knowledge Management team, you will contribute to the overall success our Customer Operations department.

The role

• Lead and mentor a team of Customer Care trainers, providing best practices for development programs.
• Manage the Customer Care QA team, implementing strategies to monitor and enhance service quality.
• Oversee and support our Knowledge management specialist, ensuring continuous optimization of processes, maintaining updated material, constantly improving the frontliners’ experience of searching and finding what they need.
• Provide ongoing coaching and feedback to Training, QA and Knowledge Management teams, promoting continuous improvement and professional development.
• Develop and implement comprehensive learning programs for customer care agents, ensuring alignment with company values and customer operation standards.
• Design and update learning materials, manuals, and resources to support ongoing learning initiatives.
• Collaborate with department heads to identify and address specific learning needs based on evolving business requirements.
• Conduct regular audits and assessments to evaluate customer interactions and identify areas for improvement.
• Collaborate with cross-functional teams to implement corrective actions based on QA findings.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of learning programs and the performance of customer support agents.
• Generate and present regular reports to senior management, providing insights and recommendations for improvement.

Requirements

• 5+ years of proven experience in a managerial role within Training/Learning department, preferably in the Online Gaming industry.
• Strong understanding of the customer care department, including familiarity with processes and tools utilized in delivering exceptional service.
• Comprehensive knowledge of training tools and strategies to design and implement effective learning programs for customer care agents.
• Specialization in soft skills courses focused on Customer Care needs will be considered a great asset.
• Strong leadership and team management skills with a demonstrated commitment to fostering a positive and inclusive team environment.
• Track record of successfully leading and mentoring teams, driving continuous improvement, and supporting professional development.
• Solid collaboration and communication skills to effectively work with cross-functional teams, stakeholders, and senior management.
• Ability to thrive in a fast-paced and dynamic environment, showcasing adaptability and resilience.
• Excellent communication and interpersonal skills to build positive relationships at all organizational levels.
• Continuous learning mindset with a proactive approach to staying updated on industry trends and best practices.
• Customer-centric mindset with a genuine passion for delivering exceptional customer experience.

Benefits
At Novibet, we do value our people! Our team consists of passionate and highly aspirated professionals who strive for innovation daily! We support everyone to rise and reach their highest potential within a fun, fast-paced and challenging working environment!
We are proud to offer our team the following:

• Competitive remuneration and benefits package including bonus scheme
• Recognition and reward programs to recognize your achievements and contributions
• All the gear you need to support your everyday work life
• A lot of special celebrations, sports and well-being events and team bonding activities
• Supportive team – friendly, international and multicultural environment
• Focus on our people’s career development, empowering our team with internal rotation continuous feedback and training