L1 Lead Supervisor

About the role

The Lead Supervisor ensures smooth daily operations of the Customer Support team at betPawa. You will coach agents, manage performance, deliver training, and provide operational guidance across shifts.

Key responsibilities

• Provide coaching and feedback to assigned agents to improve performance.
• Collaborate with shift supervisors and the Workforce Management team to ensure effective shift coverage.
• Resolve issues impacting team performance and escalate when necessary.
• Deliver onboarding training and ongoing development sessions for agents.
• Act as the primary substitute for the L1 Support Team Lead during absences, maintaining continuity.
• Analyze performance data and produce detailed team reports.

Required profile

• Fluency in English, French and Bambara.
• Previous experience in customer support, contact centre or similar environments.
• Proven track record in coaching, mentoring, training or supervising staff.
• Ability to analyze team or individual performance data.
• Strong understanding of contact‑centre KPIs and customer service standards.
• Experience working with WFM, QA or other operational support functions (advantage).
• Prior supervisory or team‑lead experience, preferably in gaming/iGaming.
• Excellent written and verbal communication skills.

What we offer

• Collaborative team environment that values your input.
• Growth opportunities to develop your career.
• Competitive salary recognizing your contributions.
• Team‑building activities and social events.