Minimum 3 years of experience in customer service related departments like CS, QA or shift management, with a minimum of 1 year in a team leadership role.
Expertise in the iGaming/gambling industry is preferred.
Strong experience in shift scheduling, resource management, and contingency planning.
Exceptional analytical and problem-solving skills, with experience in reporting and performance analysis.
Proven leadership abilities, with excellent interpersonal and coaching skills.
Familiarity with customer support and shift management software.
Adaptable, with the ability to respond quickly to changing operational demands.
Responsibilities:
Lead the shift management team, providing oversight and guidance to ensure optimal shift operations.
Develop and refine shift planning strategies, including scheduling, workload distribution, and contingency planning.
Monitor daily shift activities, proactively addressing any operational issues that arise.
Conduct regular performance evaluations of shift managers, providing coaching and feedback to drive improvement.
Collaborate with other departments to ensure resource availability and efficient problem resolution.
Analyse operational data to identify trends, make staffing adjustments, and implement process improvements.
Ensure compliance with safety protocols, company policies, and industry regulations during all shifts.
Prepare detailed shift performance reports, highlighting successes, issues, and recommendations for future shifts.
Drive initiatives to enhance team efficiency, service quality, and overall customer satisfaction.
Serve as the key liaison between shift managers and upper management, ensuring smooth information flow.
Be responsible for seamless and effective customer’s complaints handling.