Call Center Team Leader (German & English)

T'blisi, Georgia (Hybrid)

Mplus Georgia – Team Leader (German & English)

About Us

Meritus Georgia LLC, founded in 2022 and now rebranded as Mplus Georgia, proudly stands as a pivotal member of Mplus Group, the foremost Business Process Technology Outsourcing (BPTO) organization in Southeast Europe.

With a commitment to innovation and excellence, Mplus Georgia has swiftly grown to employ a dedicated team of over 100 professionals engaged in multiple projects.

At Mplus Georgia, we embrace a flexible work culture, offering various working options including remote work, office-based, and soon, a hybrid model.

As Mplus Georgia continues to grow, we envision an even more significant role within the Mplus Group, solidifying our position as a hub for cutting-edge business process technology outsourcing. Join us on this journey, where innovation and collaboration drive our success.

Position: Customer Support Team Leader – Betting Project (German & English)

Responsibilities:

  • Lead, motivate, and supervise a team of customer support representatives working on an online betting platform.

  • Monitor daily operations and ensure high-quality customer service via live chat and offline messaging.

  • Track team performance, productivity, and key performance indicators (KPIs).

  • Provide regular coaching, feedback, and training to team members.

  • Handle escalated customer inquiries and support agents in resolving complex issues.

  • Prepare performance reports and communicate results to management.

  • Ensure compliance with company policies, procedures, and quality standards.

  • Coordinate shift schedules and ensure smooth 24/7 operations.

Requirements:

  • Minimum 1 year of experience as a Team Leader or Supervisor in customer support, call center, or a similar environment.

  • German: Minimum B2 level.

  • English: Minimum B2 level.

  • Previous experience in online betting, gaming, or iGaming projects is a plus.

  • Strong leadership, communication, and problem-solving skills.

  • Ability to manage team performance and work under pressure.

  • Good organizational and time-management skills.

  • Experience with live chat support systems and performance monitoring tools is an advantage.

Working Hours:

  • 24/7 operation with shifts based on German time.

  • Live chat support until midnight.

  • Offline message support between 00:00 and 09:00 (German time).

  • Flexibility to work in rotating shifts, including weekends and holidays.

Join Mplus Georgia!

Become part of a growing international company where teamwork, leadership, and professional development are valued. Take the opportunity to lead a dynamic customer support team and contribute to the success of our betting project.

Call Center Team Leader (German & English)

Job description

Call Center Team Leader (German & English)

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