Game Host Team Lead

hace 3 semanas

Málaga, Málaga, España Raw Igaming A tiempo completo

Job Summary

The Team Manager - Gaming Operations is a key role within Raw Igaming, responsible for overseeing and managing a team of game hosts to ensure exceptional service delivery, operational efficiency, and an engaging player experience.

Key Responsibilities

  • Team Leadership and Management
    • Lead, coach, and develop a team of game hosts to achieve performance goals.
    • Conduct regular team meetings to communicate updates, expectations, and provide feedback.
    • Foster a positive and inclusive team environment.
  • Operational Oversight
    • Schedule and manage game host shifts to ensure coverage and optimal service levels.
    • Monitor and analyze team performance metrics, making adjustments as necessary.
    • Ensure all game hosts adhere to company policies, procedures, and standards.
  • Player Experience
    • Ensure game hosts deliver a high-quality, engaging, and interactive experience for players.
    • Gather and analyze player feedback to improve service delivery.
  • Development
    • Conduct regular performance evaluations and provide constructive feedback.
    • Identify and address skill gaps, offering additional training and support as needed.
  • Quality Assurance
    • Regularly review game sessions to ensure consistency and quality.
    • Implement and monitor quality assurance measures and standards.
    • Stay updated on industry trends and best practices to continually improve service delivery.
  • Administrative Duties
    • Maintain accurate records of team performance, attendance, and other relevant data.
    • Collaborate with other departments to support overall company goals and initiatives.
  • Crisis Management
    • Handle emergencies and unexpected situations calmly and efficiently.
    • Develop contingency plans to minimize disruptions to operations.
  • Talent Acquisition
    • Ensure we attract and recruit Game Show Hosts that meet our quality expectations.
    • Ensure job descriptions and ads are up to date and relevant.
    • Publish ads on relevant media as needed and promote them.
    • Screen applications in Personio, manage candidates, book interviews, and coordinate selection with stakeholders.
    • Ensure offer letters and contracts are sent to successful candidates.
    • Plan onboarding and training with relevant stakeholders.

Qualifications

  • Proven experience working in the gaming industry.
  • Proven experience in team management or a supervisory role, preferably within the gaming or hospitality industry.
  • Experience in customer service and conflict resolution.

Requirements

  • Strong leadership and interpersonal skills.
  • Excellent communication and organizational abilities.
  • Proficiency in using management software and tools.
  • Ability to analyze data and make informed decisions.

Other Information

  • Passion for gaming and understanding of player dynamics.
  • Flexible availability, including nights, weekends, and holidays as needed.
  • Ability to work in a fast-paced and dynamic environment.

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