Chat Team Leader

Company : Entain

Job Type : Full Time

Manila

Number of Applicants

:

000+

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Job Description - Chat Team Leader

Purpose of role This role combines day to day operational management of the chat teams, and requires someone with strong leadership skills, plenty of creativity who puts the customer at the heart of everything they do. The Chat Manager role is pivotal to customer retention, building communities and converting new players to first time depositors. You will ensure the smooth day to day running of the team, maintain discipline around absenteeism, performance and support and develop the team to exceed its targets through motivation and clear direction. Key Responsibilities
Review Daily/Weekly and Monthly KPI performance ensuring that Chat Moderation is delivering good numbers and retaining customers reviewing cross marketing performance of Chat players to side/mini games to increase longer dwell times.
Track and measure Host performance by managing the quality assurance programme to ensure high quality of service and removal of non-performing chat hosts.
Analyse stats to support placement of staff in high traffic/revenue areas, with continuous review of the working hours ensuring optimum cover across all brands.
Produce weekly chat reports across brands, feeding back customer insights on products and services proactively including the initiatives being taken within the chat team to address customer issues.
Produce monthly report to give a full review of the team in relation to attendance, performance, regularisations etc.
Recruitment of new Hosts and facilitate new starter training
Promote company through all customer interactions, maintaining a positive professional attitude in any written or verbal conversations.
Ensure a good understanding of all bingo promotions and current marketing campaigns across all Bingo Brands.
Host daily meetings for all shift Team Leaders commencing their shifts, to ensure they are fully abreast of any immediate changes which need to be communicated to chat hosts. These meetings will include changes to planned room cover, feedback to be obtained for business insight, promotional activities to be circulated to customers, distribution of community bonus codes for customer participation, confirmation of breaks to ensure rooms are covered.
Perform any ad-hoc duties as directed.
Escalate any potential issues from customer queries and fault escalations with subsequent reporting via IT to bring about swift resolutions for customers.
Host monthly team meetings to review team performance, address any issues and provide guidance on suggestions submitted by chat hosts, driving through new initiatives.
Respond to queries in relation to promotional activities, CRM campaigns inclusive of email/SMS/Push messages. Utilising IMS, BOS, Social Media and the Brand Team to resolve any queries.
Calculate overspend on Chat Games and winners, raising any issues to the Chat Host Team Leaders, ensure there is a clear understanding on rules governing chat games, ensure cash amounts paid out on a daily basis are within budget.
Be aware of site development issues and escalate any potential problems.
Management of personnel, inclusive of absences, holiday tracking and monthly appraisals reviewing personal productivity and personal development.
Reference point for local policies and best practices around HR procedures, salaries and ad-hoc team queries. Initiate and complete investigatory and disciplinary meetings in accordance with HR policies and procedures, inclusive of composing and issuing show-cause memos and admin hearings, ensuring all breaches are managed effectively and in a timely fashion.
Manage Team Leaders to ensure all administration duties are completed and deadlines are met
Ensure strong communities are developed where players can relate to chat hosts.
Complete weekly appraisals and support Team Leaders to ensure all Hosts weekly coaching and 1-2-1 sessions are completed.
Specialist Skills And Experience
3 to 5 years of experience with managing teams.
Experience in a customer facing role.
Fluent in English – written and spoken to an excellent standard – a must.
Online gaming support center experience – an advantage.
Strong knowledge of Entain Back Office Tools – an advantage.
Excellent Leadership and Motivational skills with a great attitude and desire to help our customers.
Skilled communicator able to act in a diplomatic and professional manner, whilst upholding the company's regulatory requirements and ethical stance in the industry.
Excellent communication, analytical, problem solving, and time management skills.
Competencies/Behaviours
Target driven and able to work well in a fast-moving environment with the ability to work as part of a team and independently, with good interpersonal skills.
Creative ability.
Highest work standards with a strong service orientation – 'customer first' culture.
Ability to be self-motivated, organised and work flexibly in a time pressured environment.
Reliable with a strong work ethic.
A flexible approach to work schedules and shift patterns.
Able to react to company needs.
Common-sense.
A proactive and 'can do' approach.
Confidence to interact with people across the company and from any office location.
A winning mentality.
Quality of service and going the extra mile is at the heart of your service approach.
Qualifications And Educational Requirements
A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement and team work are embraced.
Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working.A leader that mentors and develops the team by; providing development, coaching, clear objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation.
Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's Degree, any field
About Entain We may sit on the FTSE100, but for millions of customers worldwide, we're the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we're elevating ourselves above the competition. We're leading the industry in bold new directions - and it's our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career. DEI and Wellbeing @ Entain Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what's right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them. Life @ Entain We're a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won't just be your employer, we'll be your biggest cheerleader. We'll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights. Apply Online