Shift Lead Specialist Role Overview
Our client Patrianna, are driven by their passion to deliver world-class gaming/gambling experiences to millions of players across the globe. As a dynamic and international team, they embrace a collaborative, remote-working culture, focused on innovation and excellence in everything they do.
Shift Lead Specialist Role Overview
As a Shift Lead Specialist, you will be instrumental in managing daily operations, particularly during peak hours. Your focus will be on maintaining high levels of customer satisfaction, managing resources effectively, and ensuring smooth shift transitions.
Areas of Responsibility:
• 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.
Experience:
✓ 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.