Customer Care B2C Team Leader

About the role

Flutter is seeking a motivated Customer Care B2C Team Leader to oversee its call‑center operations in Tirana. You will guide a team of agents, ensure service quality, and help drive the company’s growth in the Southern Europe & Africa market.

Key responsibilities

• Assist in setting individual performance targets and monitor progress.
• Answer staff queries, provide guidance, and deliver constructive feedback.
• Anticipate escalations, take over calls when necessary, and resolve complex issues.
• Identify process improvements to boost efficiency and keep the team motivated.
• Report critical issues and trends to management promptly.

Required profile

• Proven experience as a call‑center supervisor or in a comparable supervisory role.
• Fluent written and spoken Italian.
• Ability to work under pressure and handle multiple priorities.

Required skills

• Working knowledge of MS Office.
• Familiarity with telephone equipment and related computer programs.

What we offer

• Permanent contract with competitive benefits.
• Food allowance, pension fund, and company‑provided laptop and mobile phone.
• Flexible working hours and the possibility of smart‑working.
• 24 extra paid leave days and preferential banking products.
• Supplementary private health insurance and access to Flutter ShareSave Plan.
• Inclusive work environment with diversity & inclusion initiatives, psychological well‑being support, continuous learning opportunities, and parental support programs.