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CS and Player Ops Workforce Manager

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Malta

Offer summary

Qualifications:

Minimum 2+ years of experience, Experience in iGaming/gambling industry, Expertise in workforce management processes.

Key responsabilities:

  • Oversee staffing and performance standards
  • Create and optimize employee performance reports
  • Manage and create shift schedules for agents
  • Monitor performance metrics and provide guidance
  • Forecast future staffing needs
Bullfinch Recruitment logo
Bullfinch Recruitment Human Resources, Staffing & Recruiting TPE https://Bullfinchrecruitment.com
2 - 10 Employees
About Bullfinch Recruitment
Are you tired of boring, traditional recruitment companies? Do you wish there was a recruitment company that was actually fun and enjoyable to work with? Well, now there is! Introducing Bullfinch Recruitment, the hottest new recruitment company on the block. We're doing recruitment differently, with a focus on fun, innovation, and technology. We know that recruitment can be a stressful and time-consuming process. That's why we're here to make it as easy and enjoyable as possible for both businesses and candidates. Here's what sets us apart from other recruitment companies: • For us innovation in recruitment is key in finding the right talent, we don’t just wait hoping candidates will apply or have a rolodex of CVs that we shove at people. Each role for us is unique and we headhunt to get the right person for the role. It’s not just about filling the role and getting a bum on a seat and an invoice in an inbox…it’s about making sure that the candidate is right for the company, but that also the company is right for the candidate. Continuous relationships with our partners and our candidates is key. • We have a dedicated team of recruitment experts who are passionate about helping businesses and candidates succeed. • We provide an end to end managed service from research, marketing, sourcing and screening, interview management, offer management and notice period management. Along with at no additional cost ongoing services provided which surpass the offerings from your normal recruitment agencies such as access to our Applicant Tracking System (ATS), weekly insights reporting and regular check ins with the hiring team. So, if you're looking for a recruitment company that is not a grind to work with, in fact will make your recruitment lives a lot easier, more fun and more successful while also helping you find the right talent or the right job, then contact Bullfinch Recruitment today!
See more Bullfinch Recruitment offers

Job description

Our client, a pioneer in crafting businesses that deliver unforgettable experiences, is in search of exceptional talent worldwide to bolster their fast-growing team and they are currently on the lookout for a CS & Player Ops Workforce Manager to join them. 


The CS & Player Ops Workforce Manager is instrumental in optimizing the efficiency of customer support teams, with key responsibilities including the analysis of provided customer data and trends to forecast purchasers activity and support demand, ensuring the right staffing levels for each shift.

Areas of Responsibility

  • Oversee the staffing, performance, processes to ensure all customer service and operations interactions meet company standards, refining shift management to drive service excellence and compliance across B2B and B2C departments.
  • Create and optimize procedures for monitoring the employee performance management processes including detailed reports on it, identify trends, and provide actionable insights to improve service quality across operations teams, such as: Customer Support, Account Verification, Risk & Fraud, Payment Ops, etc.
  • Own and oversee the process of creating and managing shift schedules for customer service agents, ensuring optimal coverage for all channels (tickets, chats, calls) during peak and off-peak hours, monitoring live ticket and chat queues, redistributing workloads as necessary to maintain SLAs and response times.
  • Monitor and analyze shift-based performance metrics, such as average response time, first contact resolution, agent productivity, and similar, providing the expert guidance on any employee performance and progression queries, serving as a main point of contact between the internal teams and the management.
  • Actively manage and optimize existing OKR and AOR processes, making sure that set goals and defined responsibilities of the teams are clear, measurable, and are achieved across the business.
  • Monitor KPIs of the teams and individual employees to ensure efficient resource allocation, high level of performance, and SLA fulfillment.
  • Forecast future staffing needs and headcount for the teams.
  • Regularly update the Head of Performance on QA outcomes and shift management efficiency, as well as liaise with other managers and departments to ensure alignment on customer service goals, particularly around product launches, hiring, promotional activities, and process improvements.
  • Identify opportunities for automation and process improvement to streamline employee performance management procedures.

Experience

  • Minimum of 2+ years of relevant experience in a similar role.
  • Previous experience in the iGaming/gambling industry is a must.
  • Experience in designing, implementing, and improving workforce management processes.
  • Excellent communication skills, with the ability to multi-task, work collaboratively, and influence across departments.
  • A proactive and solution-driven individual with a positive mindset.
  • Strong attention to detail and a high level of adaptability in a fast-paced, performance-driven environment.


Benefits

  • Competitive salary
  • Flexibility and remote work
  • Training and development
  • International collaboration with our teams based around the world
  • Fast growing business where the sky's the limit for your career

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

KPI ManagementCasino SecurityData AnalysisProcess ImprovementWorkforce OptimizationWorkforce ManagementCustomer Relationship ManagementPerformance Management

Other Skills

  • Solutions Focused
  • Multitasking
  • Detail Oriented
  • Adaptability
  • Problem Solving
  • Collaboration
  • Verbal Communication Skills
Are you interested?

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