About Playtech 

Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and non-regulated markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging, and entertaining gaming experience. Playtech is the gaming industry's leading technology company, delivering business intelligence-driven gaming software, services, content, and platform technology across the industry. Read more about who we are and what we do here: www.playtechpeople.com 

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. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices. 

Ready to level up your career?  

The position is fully remote in Bulgaria.

Playtech Managed Services is looking for a responsible Team Leader with Italian and excellent communication skills.

Your influential mission. You will... 

• Conduct regular and thorough quality assurance checks on chat conversations of chat moderators to ensure quality standards are met.
• Hold regular one-on-one meetings with team members to discuss QA assessment results and provide targeted coaching sessions for improvement.
• Prepare the team schedule and distribute the daily rotation.
• Provide day-to-day supervision of team members, ensuring they perform in line with company standards using performance metrics and processes.
• Continuously improve team members’ confidence, product knowledge, and communication skills through mentoring and coaching.
• Create a pleasant working environment that inspires the team and maintains high team spirit and motivation.
• Take over difficult interactions in chat rooms to maintain a positive tone.
• Provide timely feedback on operational processes and product offerings to drive continuous improvement.

Components for success. You... 

• Are proficient in written and spoken Italian.
• Have previous experience in supervising a team.
• Have competence in preparing team schedules.
• Can guide, inspire, and motivate team members to reach preset goals.
• Possess strong verbal and written communication skills.
• Possess time-management and prioritization skills.
• Have experience in analyzing data to make informed decisions.
• Are familiar with chat platforms and tools.

You’ll get extra points for…

• Having previous experience with leading a customer service team.

Thrive in a culture that values...  

• Contribution and achievements by offering performance bonuses and ample opportunities for internal growth. 
• Employees' health and well-being through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program, food, travel, and wellness allowances. 
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge. 
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals. 
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses. 

PLAYTECH MANAGED SERVICES 
Established in 2007 in Sofia, Bulgaria, Playtech Management Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves. 

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.