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 a Workforce Specialist at B2Spin, you will be crucial in ensuring the highest customer satisfaction standards by overseeing daily operations, particularly in departments that require continuous staffing, and optimizing complaint resolution processes.
If you enjoy working in a fast-paced, rapidly growing business and delighting customers, you’ll fit in perfectly.
Areas of Responsibility
- Overseeing the daily operations and ensuring that tasks are completed efficiently and on time.
- Managing ROTA scheduling, and resources, (including manpower and queue), to ensure optimal productivity.
- Addressing and resolving operational issues as they arise (including escalating issues to relevant teams and Slack channels).
- Organizing and directing the activities of team members during the shift.
- Guiding new and existing contractors.
- Evaluating team performance and providing feedback to improve productivity and efficiency.
- Ensuring that customer inquiries and issues are addressed promptly and professionally.
- Maintaining high standards of service quality to meet customer expectations.
- Ensuring that all safety guidelines and protocols are followed by the team.
- Making sure that operations comply with relevant laws, regulations, and company policies.
- Preparing and submitting reports on shift activities, incidents, and performance metrics.
- Acting as a liaison between upper management and staff, ensuring that information flows smoothly in both directions.
What we are looking for...
- 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.
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!