Workforce Specialist

Summary

Join B2Spin as a Workforce Specialist and play a crucial role in ensuring high customer satisfaction by overseeing daily operations, particularly in continuously staffed departments. You will optimize complaint resolution processes, manage team schedules and resources, address operational issues, guide contractors, evaluate team performance, and maintain service quality. This fast-paced role requires experience in iGaming customer support leadership, shift management, and a data-driven approach to optimizing team performance. You will also act as a liaison between management and staff. B2Spin offers competitive salary, flexible remote work options, training and development, international collaboration, and opportunities for career growth.

Requirements

• Proven experience in an iGaming (casino/sportsbook/social gaming) customer support leadership or shift management role, with a focus on assigning tasks and optimizing team performance with scheduling and shift planning
• Knowledge of scheduling and Shift Planning such as Shift Allocation, Workload Balancing, and Shift Changes
• Experience in monitoring and Compliance such as Daily Attendance and task assignment tracking
• Experience in reporting and Analytics most especially in forecasting to analyze historical data to predict staffing needs and to make adjustments to future shift plans
• Contingency Planning such as Emergency Response and Backup Staffing if needed in response to surges in demand
• Excellent analytical and reporting skills, with a track record of using data to drive decision-making
• Effective communication and interpersonal skills, with the ability to collaborate across teams
• Experience in managing complaints and implementing strategies to enhance customer satisfaction
• Familiarity with customer support software and tools
• A proactive, organized, and solution-oriented mindset, with the ability to adapt to a fast-paced and evolving environment

Responsibilities

• Oversee the daily operations and ensure that tasks are completed efficiently and on time
• Manage ROTA scheduling and resources (including manpower and queue) to ensure optimal productivity
• Address and resolve operational issues as they arise (including escalating issues to relevant teams and Slack channels)
• Organize and direct the activities of team members during the shift
• Guide new and existing contractors
• Evaluate team performance and provide feedback to improve productivity and efficiency
• Ensure that customer inquiries and issues are addressed promptly and professionally
• Maintain high standards of service quality to meet customer expectations
• Ensure that all safety guidelines and protocols are followed by the team
• Make sure that operations comply with relevant laws, regulations, and company policies
• Prepare and submit reports on shift activities, incidents, and performance metrics
• Act as a liaison between upper management and staff, ensuring that information flows smoothly in both directions

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