Job Description

About us:

Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.

What you’ll do:

• Analyze customer care representatives' performance based on predefined quality standards and gaming-specific key performance indicators (KPIs);

• Provide comprehensive feedback and coaching to customer care representatives, focusing on improving their knowledge, communication skills, and customer-centric approach;

• Develop and maintain quality assurance guidelines tailored to the environment, adhering to industry best practices;

• Generate detailed reports on evaluation results, performance trends, and improvement recommendations for management review;

• Work closely with the training team to design and deliver training programs, keeping customer care representatives up-to-date with the latest developments;

• Conduct root cause analysis on complaints or issues to identify underlying problems and propose process improvements.

What you’ll bring:

• Bachelor degree;

• Minimum of 3 years’ experience;

• Excellent interpersonal and communication skills;

• Computer literate and analytical skills;

• Management skills;

• Excellent knowledge of Italian language.

Why choose us:

• Permanent contract;

• Food Allowance;

• Pension Fund;

• Company Owned Devices (laptop and business mobile phone);

• Flexible working hours and the possibility of smart-working (according to the company's internal policy);

• 24 Extra Hours Paid Leave;

• Preferential treatment on products offered by Intesa Sanpaolo bank;

• Supplementary Private Health Insurance and consultation with the company doctor;

• Flutter Sharesave Plan.
  

Choose us also for:

• An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;

• Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches;

• Continuous learning for soft and hard skills (es. Learn / Platform, Training);

• Support for parents and children and new mothers’ contributions.

• Volunteering during your working hours.

Much more about us:

• Reviews and comments from our Glassdoor and Indeed pages. Put yours!

Equal Opportunity

Flutter is an Equal Opportunity Employer. Diversity and Inclusion are fundamental values for us. We welcome any candidate without a distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.

Location: Tirana, Albania