Cs & Player Ops Workforce Manager
4 semanas atrás
***About B2Spin**B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.**Role Overview**The CS & Player Ops Workforce Manager at B2Spin 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.**B2Spin 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
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Training Manager
3 semanas atrás
Mato Grosso, Brasil B2Spin Tempo inteiroAre you passionate about empowering teams with the skills and knowledge they need to succeed?At B2Spin, a rapidly growing gaming company, we're seeking a dynamic **Training Manager **(CS and Player Operations)** to design, implement, and lead comprehensive training programs for our Customer Support, Fraud, KYC, Risk, Payments, and Player Trust & Safety...
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Head of Customer Support
3 semanas atrás
Mato Grosso, Brasil Patrianna Tempo inteiroWe are currently partnered with B2Spin who are looking for an experienced Head of Customer Support & Player Operations to join their team!**Are you a passionate leader **passionate with delivering exceptional player experiences?**B2Spin, a rapidly expanding gaming company, is seeking a dynamic Head of Customer Support and Player Operations to lead our global...
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Vip Manager Lead
Há 6 dias
Mato Grosso, Brasil Silverspin Tempo inteiro**Position Overview**: We’re looking for an experienced and driven VIP Manager to lead the development and execution of our VIP strategy across multiple brands, markets, and product verticals. This is a strategic and hands-on leadership role at the heart of our customer experience operation—designed for someone who excels in elite service, data-driven...
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Country Manager
2 semanas atrás
Mato Grosso, Brasil Ventures Lab Tempo inteiroYour primary responsibility will be to take ownership of the execution of the brand strategy and identity in the Canada/Ontario market and lead the dedicated team in charge of this market’s product and commercial initiatives. You will also monitor financial results, player behaviors, and market insights to optimize strategy.**Key Responsibilities**:- You...
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Country Manager
2 semanas atrás
Mato Grosso, Brasil Ventures Lab Tempo inteiroYour primary responsibility will be to take ownership of the execution of the brand strategy and identity in the Canada/Ontario market and lead the dedicated team in charge of this market’s product and commercial initiatives. You will also monitor financial results, player behaviors, and market insights to optimize strategy.**Key Responsibilities**:- You...
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Especialista Em Customer Success
Há 7 dias
Mato Grosso, Brasil Knewin Tempo inteiroNós, da Knewin, somos líderes na América Latina quando se trata de ajudar empresas e marcas a gerenciar sua reputação e presença online através de análises de dados. Com mais de 2000 clientes, nosso objetivo é conectar nossos parceiros com seu público-alvo, visando conquistar sua preferência e alcançar resultados excepcionais para seus negócios....
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Junior Country Manager
3 semanas atrás
Mato Grosso, Brasil B2Spin Tempo inteiroAre you a marketing expert with a passion for crafting experiences that captivate and engage? Our client, a pioneer in delivering world-class entertainment, is seeking exceptional talent to support their rapid expansion—and they need a savvy Country Manager to focus on the Mexican market!As the **Country Manager for Mexico**, you'll take charge of P&L,...
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Product Manager
2 semanas atrás
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Project Manager
1 semana atrás
Mato Grosso, Brasil Eeze Tempo inteiro**Company Overview** Eeze is a leading innovator in the iGaming industry, specialising in the design, development, and delivery of live casino games. As we expand our operations in the European market, we are committed to pushing the boundaries of gaming experiences, offering cutting-edge, immersive live casino games that are tailored to the unique needs of...
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Project Manager
1 semana atrás
Mato Grosso, Brasil Eeze Tempo inteiro**Company Overview**Eeze is a leading innovator in the iGaming industry, specialising in the design, development, and delivery of live casino games. As we expand our operations in the European market, we are committed to pushing the boundaries of gaming experiences, offering cutting-edge, immersive live casino games that are tailored to the unique needs of...
