Remote CS and Player Ops Manager
at Bullfinch Recruitment

Summary

Join a pioneering company in crafting unforgettable experiences as a CS & Player Ops Workforce Manager, optimizing customer support team efficiency and driving service excellence.

Requirements

• 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

Responsibilities

• Oversee the staffing, performance, processes to ensure all customer service and operations interactions meet company standards
• Create and optimize procedures for monitoring the employee performance management processes including detailed reports on it
• Own and oversee the process of creating and managing shift schedules for customer service agents, ensuring optimal coverage for all channels (tickets, chats, calls)
• Monitor and analyze shift-based performance metrics, such as average response time, first contact resolution, agent productivity
• 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
• Identify opportunities for automation and process improvement to streamline employee performance management procedures

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