Senior Team Manager (Online Gaming)

The Senior Team Manager will be charged with the responsibility to ensuring operational excellence at all times. The main responsibility of the Senior Team Manager is to consistently work to increase the effectiveness and efficiency of Floor Operations team performance as well as maintain quality service by enforcing performance standards, resolving quality/service problems, identifying trends and recommending system improvements Building a strong Operational team while ensuring the smooth running of the business is the main performance objective of this role. Many of these tasks are performed ad hoc and are often unpredictable. It is vital that a person in this position uses good judgement to make the right decision for the operation while always showing the highest level of character.

• Analyze employee data and performance
• Manage employee expectation and eventual requests
• Work with internal systems (JIRA, TTS, WIKI, Evo Desk, NEVOS, etc.)
• Partner with Human Resources to ensure appropriate team member accountability and appropriate disciplinary responses
• Routine floor walks within the studio
• Establish and maintain culture of performance excellence within the studio; Identify necessary adjustments and/or improvements to meet globally set KPIs and OKRs
• Maintaining staff by recruiting, selecting, orienting, training, developing and supervising subordinates;
• Planning, monitoring, appraising, and reviewing job contributions of subordinates;
• Accomplishing staff results by communicating job expectations and feedback;
• Ensuring continuous and properly organized communication flow within team, subordinates and with other departments;
• Increasing the effectiveness and efficiency of subordinate’s performance through improvements of Operations functions within own department or initiating cross-departmental improvements;
• Maintaining quality service by enforcing quality and service standards, analyzing and resolving quality and service problems, identifying trends and recommending system improvements;
• Developing and maintaining internal documentation (manuals, procedures, regulations etc.) for subordinates in compliance with general Company policies and supporting business needs;
• Supporting efficient workload distribution for subordinates in compliance with labor law and business needs;
• Forecasting and tracking of the Operation’s related costs to achieve accuracy of the spending and compliance with the budget;
• Presents regular reports to clients and/or management and peers on progress and forecast of team’s KPIs, escalating issues and evaluating needed support;
• Performing other duties, as asked by the direct manager, which are related to this position and which meet the qualifications;
• Replace colleagues during their vacations, sick leaves and other absences;

• High school diploma or GED; bachelor's degree preferred
• 3+ years of experience managing supervisors or first-time managers; managerial courage to lead and hold others accountable
• 2+ years of experience and ability to optimize studio operations applying Lean and Six Sigma methodologies
• Previous experience working in casino environment preferred but not required
• Experience managing 100+ employees with significant volume of entry level employees
• Proven track of records of significant quality improvements and optimizations in related industry
• Good knowledge and ability to address complicated client complaints and requests
• Technically proficient in computer programs, especially Microsoft Office
• Experience in developing standards and procedures; prompt and organized
• Strong leadership and interpersonal skills;
• Proactive and Results driven attitude;
• Ability to work flexible hours

• Competitive Salary
• Paid Time Off
• Paid Holidays
• Medical, Dental & Vision Insurance Plans
• Company Paid Life and AD&D Insurance
• Nationwide Employee Discount Program
• Full Training & Growth Opportunities
• Professional and personal development – for the right person there is opportunity for the role to grow in responsibility