Shift Management Specialist

Summary

Join Patrianna, a growing product development company, as a Shift Management Specialist! This entry-level managerial role involves overseeing daily operations for a team of Risk, Fraud, and Payments agents. You will manage shift schedules, allocate resources, address operational issues, supervise team members, and ensure compliance. The ideal candidate possesses strong shift management skills, experience in KYC, Risk, and Payments operations, and excellent communication and problem-solving abilities. This role offers an excellent opportunity for experienced professionals to lead teams to operational excellence within a dynamic environment.

Requirements

• Minimum 1 year of experience in operational service related roles within Fraud, Risk or CS
• Proven experience in shift management roles, ideally in the iGaming sector
• Strong knowledge of KYC, Risk, and Payments processes within the iGaming/gambling industry
• 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 enhancing efficiency
• Familiarity with back-office 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 managers to enhance productivity and service quality
• Ensure timely and professional resolution of escalations for 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
• Act as the primary point of contact between upper management and staff, facilitating effective communication