Shift Lead Specialist

Summary

Join Patrianna, a rapidly expanding product development company, as a Shift Lead Specialist! You will play a key role in managing daily operations, particularly during peak hours, focusing on customer satisfaction, resource management, and smooth shift transitions. This involves overseeing daily tasks, allocating resources, addressing operational issues, supervising team members, and ensuring compliance. You will also mentor team members, monitor performance, resolve customer inquiries, and compile shift reports. The role requires proven experience in shift management or customer support leadership, ideally in iGaming, along with strong analytical and communication skills.

Requirements

• Proven experience in shift management or customer support leadership, ideally in the iGaming sector
• Expertise in shift resource allocation, workload balancing, and contingency staffing
• Strong analytical and reporting capabilities
• Excellent problem-solving skills and the ability to make quick, informed decisions
• Effective communication skills, with experience in managing complaints and enhancing customer satisfaction
• Familiarity with customer support tools and software
• Ability to thrive in a dynamic, fast-paced environment

Responsibilities

• Oversee day-to-day operations during assigned shifts, ensuring tasks are completed efficiently and on schedule
• Manage resource allocation, balancing workloads to meet demand and optimize productivity
• Address operational issues promptly, escalating to relevant departments or channels as needed, maintaining contact with all involved departments
• Supervise and direct team members, providing clear instructions and support during the shift
• Guide and mentor new and existing team members, ensuring they adhere to company policies and procedures
• Monitor team performance, providing real-time feedback to direct manager to enhance productivity and service quality
• Ensure timely and professional resolution of customer inquiries and complaints
• Maintain compliance with safety guidelines, legal regulations, and company policies during the shift
• Compile shift reports, documenting key activities, incidents, and performance metrics
• Manage social media and other profile sites (TrustPilot, Reddit, etc) to ensure correct and complete handling of customer requests and complaints
• Act as the primary point of contact between upper management and staff, facilitating effective communication