Ofertas de empleo en Raw iGaming

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QA Excel

Job Description

Location: Malaga, Spain

We are looking for a Head of Live Casino Studio Operations to lead and optimize the day-to-day management of our live casino studio staff. This role focuses on managing Service Managers, Hosts, and operational teams to ensure a seamless player experience, high service standards and operational efficiency. You will oversee staffing, training, compliance and service quality, working closely with HR, Compliance and Technical teams.

Responsibilities

Leadership & Team Management

• Lead and inspire Service Managers, Hosts, and operational teams, fostering a customer-centric and high-performance culture.
• Oversee Risk, Training, QA, and Customer Support teams, ensuring seamless collaboration with HR, Compliance, and Technical Support.
• Develop and implement staff training programs in partnership with HR and Technical Support to ensure all team members have the skills needed to excel.
• Provide coaching and performance management to direct reports, setting clear expectations and ensuring consistent improvement.
• Ensure efficient shift planning and resource allocation, optimizing staffing levels to maintain high service standards.
  
  

• Set and maintain high service standards, monitoring customer interactions and ensuring that escalations are handled promptly.
• Monitor and analyse key performance indicators (KPIs), identifying trends, inefficiencies, and opportunities for improvement.
• Work closely with the Technical Support and IT teams to resolve technical issues related to the live casino studio, minimizing downtime and disruptions.
• Systematically review operational workflows and identify process improvements to enhance efficiency and service quality.
• Ensure the reliability of equipment and technical infrastructure, coordinating with relevant departments to address any operational concerns.
  
  

• Ensure all gaming policies, rules, and regulations are strictly followed across the studio, maintaining integrity and fairness.
• Collaborate with the Compliance team to enforce responsible gaming initiatives, ensuring a safe environment for both players and staff.
• Regularly review and update policies and procedures, ensuring they align with industry standards and regulatory requirements.
  
  

• Be in possession of a valid working permit to work in the EU.
• Be fluent in both written and spoken English.
• Proven experience as a Head of Operations or similar leading role within the live casino or online gaming industry is of great importance.
• Strong background in customer service management and technical support, with a track record of delivering exceptional customer experiences.
• Excellent leadership and interpersonal skills, with the ability to motivate and guide a diverse team effectively.
• Technical proficiency in live casino platforms, software, and technical troubleshooting.
• Knowledge of live casino games and operational procedures.
• Analytical mindset with the ability to leverage data for continuous improvement.
• Familiarity with gaming regulations and responsible gaming practices is a plus.
• Flexibility to work in a 24/7 operational environment, including weekends and holidays, where necessary.