Cs and Player Ops Workforce Manager

3 meses atrás


Mato Grosso, Brasil Bullfinch Recruitment Tempo inteiro

**Our client, a pioneer in crafting businesses that deliver unforgettable experiences, is in search of exceptional talent worldwide to bolster their fast-growing team and they are currently on the lookout for a CS & Player Ops Workforce Manager to join them.**

The CS & Player Ops Workforce Manager 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.

**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



  • Mato Grosso, Brasil Patrianna Tempo inteiro

    ***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...

  • Training Manager

    3 meses atrás


    Mato Grosso, Brasil Bullfinch Recruitment Tempo inteiro

    Are 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...

  • Training Manager

    3 meses atrás


    Mato Grosso, Brasil B2Spin Tempo inteiro

    Are 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...


  • Mato Grosso, Brasil Bullfinch Recruitment Tempo inteiro

    **Our client, a pioneer in crafting businesses that deliver unforgettable experiences, is in search of exceptional talent worldwide to bolster their fast-growing team, and they are looking for a Senior Customer Support Manager to join their global team!** **Responsibilities**: - Establish, implement, and monitor clear goals and KPIs for the department...

  • Head of Customer Support

    4 meses atrás


    Mato Grosso, Brasil Patrianna Tempo inteiro

    We 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...

  • Country Manager- Mexico

    3 meses atrás


    Mato Grosso, Brasil Bullfinch Recruitment Tempo inteiro

    Our client, a pioneer in crafting businesses that deliver unforgettable experiences, is in search of exceptional talent worldwide to bolster their fast-growing team and they are currently looking for a Country Manager to look after Mexico. As the Country Manager for Mexico, you will be entrusted with P&L ownership, user acquisition, and player retention...

  • Country Manager

    2 meses atrás


    Mato Grosso, Brasil Ventures Lab Tempo inteiro

    Your 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**: -...

  • Country Manager

    4 meses atrás


    Mato Grosso, Brasil Ventures Lab Tempo inteiro

    Your 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**: -...

  • Junior Country Manager

    3 meses atrás


    Mato Grosso, Brasil B2Spin Tempo inteiro

    Are 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,...


  • Mato Grosso, Brasil B2Spin Tempo inteiro

    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. **Overview** As the Creator Partnership Manager, you will be responsible...

  • Jackpot Product Manager

    2 meses atrás


    Mato Grosso, Brasil Games Global Operations Limited Tempo inteiro

    Overview: Welcome to the **Games Global **world. We’re changing the rules of the game. Providing 1,300+ exclusive games from some seriously talented studios and not to mention a record-breaking progressive jackpot network, we help operators level up and create their perfect lobby We are on the lookout for a **Jackpot Product Manager** to join our team...

  • Vip Account Manager

    2 meses atrás


    Mato Grosso, Brasil Bullfinch Recruitment Tempo inteiro

    **VIP Account Manager **(Remote)** 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. We are looking for a driven and...


  • Mato Grosso, Brasil Mt. Bachelor Tempo inteiro

    Location: Bend, Oregon Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers...


  • Mato Grosso, Brasil The Casumo Company Limited Tempo inteiro

    Casumo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Join us at Casumo, where you are invited to be your authentic YOU-MO! **Company Overview**: Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino...

  • Risk Manager

    4 meses atrás


    Mato Grosso, Brasil CC Finance Group Tempo inteiro

    Moneybase is a multi-award-winning finance platform that allows individuals and businesses to easily manage all their financial needs, from daily payments to and investments to treasury and wealth management we have got you covered. Moneybase forms part of Calamatta Cuschieri Moneybase plc, a leading diversified financial services group that founded the...


  • Mato Grosso, Brasil Highbet Tempo inteiro

    Highbet is an online gambling establishment, a place for casino fans around Europe looking for the chance to win money and have fun at the same time. Launched in 2021, Highbet offers players thousands of games to choose from, including video slots, live casino games, scratch cards, and sports betting. We are on the lookout for a dynamic Retention Marketing...

  • Growth Hacker

    4 meses atrás


    Mato Grosso, Brasil Paradox Tempo inteiro

    **Wait a minute.** **Are you inspired in being a key player in building a massive EdTech company that will empower millions of people?**: **You are a Growth Hacker / Marketing ops and would like to contribute to the growth of an international driven company?**: **You want to be the magician for the Marketing Team and build a Badass Marketing Machine for...

  • Programme Manager

    2 meses atrás


    Mato Grosso, Brasil Bullfinch Recruitment Tempo inteiro

    **Ignite your career by spearheading the delivery of exciting programs and projects within a dynamic, innovative and fast-growing gaming company!** Join Patrianna, who are headquartered in Gibraltar and impacting global markets including the US, in their acceleration through the social gaming landscape by joining their team as a visionary Programme...

  • QA Manager

    2 meses atrás


    Mato Grosso, Brasil Patrianna Tempo inteiro

    Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. They are on the lookout for exceptional talent—driven, ambitious individuals who are ready to elevate business functions with expertise, adaptability, and a passion for continuous growth. As a QA Manager, you will lead the...


  • Mato Grosso, Brasil Games Global Operations Limited Tempo inteiro

    **About Us**We are Games Global Operations Limited, a leading provider of exclusive games and record-breaking progressive jackpots. Our mission is to revolutionize the gaming industry by delivering innovative products that exceed our customers' expectations.**Job Summary**We are seeking an experienced Senior Jackpot Product Development Manager to join our...