Chat Host Manager

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Are you ready to lead a dynamic team in the heart of the online gaming community? As a Chat Moderator Team Manager for our innovative bingo product, you will play a pivotal role in providing a best-in-class experience for players worldwide. Reporting to the Head of Bingo, this exciting opportunity allows you to combine your leadership skills, passion for gaming, and knack for community building to ensure our chat moderators deliver top-notch player experiences. Join us and be part of a global powerhouse, where your contributions directly impact the enjoyment and satisfaction of our diverse player base. Dive into a role that is as challenging as it is rewarding and help shape the future of online bingo entertainment!
 
Responsibilities:
  • Team Leadership: Lead and manage a team of chat moderators, ensuring they are motivated, productive, and aligned with company goals;
  • Training & Development: Oversee the training and continuous development of chat moderators, ensuring they have the skills and knowledge required to perform their roles effectively;
  • Performance Monitoring: Monitor and evaluate the performance of chat moderators, providing regular feedback, conducting performance reviews, and implementing improvement plans as necessary;
  • Community Engagement: Develop and implement strategies to enhance player engagement and build a strong online community;
  • Quality Assurance: Ensure that all interactions within the chat rooms meet the company’s quality standards and guidelines;
  • Issue Resolution: Act as the escalation point for any issues or complaints from players, resolving them in a timely and effective manner;
  • Feedback Reporting: Gather and analyse feedback from chat moderators and players, reporting key insights to senior management to inform strategy and improve service delivery;
  • Collaboration: Work closely with bingo team, to ensure promotions are advocated effectively and executed in a timely manner. Liaise with the wider operations team such as Account Managers to ensure any relevant escalations are circulated and managed;
  • Client Facing: Be confident in dealing with B2B clients for events such as KPI performance reviews, brand training and collaborating on client campaigns;
  • Responsible Gaming: Be abreast and ensure the chat host team are up-to-date with industry and regulatory requirements to ensure our users are playing in a safe, fun and responsible manner;
  • Shift Management: Plan and manage shift schedules to ensure 24/7 coverage, balancing team workload and maintaining high levels of service;
  • Innovation & Improvement: Identify opportunities for innovation and continuous improvement in chat moderation practices and player engagement strategies;
  • Commercially Astute: you will be responsible for monitoring the chat host and promotional spend are in line with budget;
  • Compliance: Ensure all chat activities comply with company policies and relevant regulations.
Requirements:
  • Leadership Experience: Proven experience in leading and managing a team, preferably in a customer service or online community environment;
  • Communication Skills: Excellent verbal and written communication skills, with the ability to engage and inspire a team;
  • Industry Knowledge: Awareness of bingo and online gaming/chatting, with a strong understanding of community engagement and moderation;
  • Technical Proficiency: Computer literate, with experience using Office and familiarity with internet communities and social media platforms;
  • Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to think quickly and resolve issues effectively;
  • Organizational Skills: Exceptional organizational and time-management skills, with the ability to manage multiple priorities and shift schedules;
  • Interpersonal Skills: Ability to build strong relationships within the team and the wider player community;
  • Flexibility: Willingness to work flexible hours, including shifts, to ensure 24/7 coverage;
  • Self-Motivation: Demonstrated ability to work independently and manage own workload effectively;
  • Trustworthiness: Reliable and trustworthy, with the ability to handle sensitive information and situations with discretion;
  • Language Proficiency: Fluent in English.

About us:

ARRISE powers Pragmatic Play, a leading supplier of player-favourite content to the iGaming industry. 
We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.
This role is with the ARRISE group powering Pragmatic Play.
 
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