CS & Player Ops Workforce 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.
Overview
The CS & Player Ops Workforce Manager at B2Spin 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, and 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, identifying trends, and providing 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 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.
What we are looking for...
2+ years of experience in a customer service managerial role.
Experience working in the iGaming/online betting industry is a must.
Proven experience in customer service management, with a track record of successfully leading teams and driving results.
Excellent leadership and interpersonal skills, with the ability to motivate, inspire, and empower team members to achieve their goals and deliver exceptional service.
Proficiency in using customer service software, CRM systems, and other relevant tools to manage workflows, track performance metrics, and analyze customer interactions.
Flexibility to adapt to changing priorities and work in a fast-paced environment, with a commitment to excellence and continuous improvement.
Outstanding work ethic and reliability.
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