Junior Media Buyer

• Supervise customer support agents during assigned shifts, ensuring efficient operations and consistent service quality. • Coordinate daily workflows, distribute tasks, and manage agent availability to maintain operational efficiency. • Monitor live chat queues, response times, and team performance against established KPIs. • Manage break schedules and staffing coverage during peak hours. • Handle complex customer escalations and provide real-time guidance to support agents. • Ensure compliance with internal procedures, company policies, and responsible gaming standards. • Collaborate with Payments, Risk, Fraud, and Technical teams to resolve critical customer issues. • Identify operational bottlenecks and implement workflow improvements. • Coach team members, provide performance feedback, and support the onboarding and development of new agents. • Coordinate shift handovers and communicate pending cases, incidents, and operational priorities. • Successfully completed internal Shift Lead training and passed the final qualification assessment.