iGaming Supervisor - (11PM - 7AM Shift) - Bensalem, PA

Playtech•Bensalem Township, PA

22d•Onsite

About The Position

As an I-Gaming Pitboss, you will be responsible for overseeing live game operations and ensuring a professional and engaging experience is conducted by the Live Dealers and Shufflers in a streaming environment. This role requires adherence to multi-state Gaming Commission Regulations, PT Services Delaware regulations, and live unit policies and procedures. You will supervise and ensure Live Dealers and Shufflers are complying with all regulations and company policies, correcting any mistakes promptly. The position involves demonstrating comprehensive mastery of all company-offered games, assisting with game presentation and shuffling as needed, and ensuring studio operations comply with policies and procedures. You will also monitor and address technical disruptions, collaborate with management on performance testing, and handle guest complaints and escalations professionally. Maintaining a high level of professionalism, attending educational events, and supporting the Site Manager are key aspects of this role. Additionally, you will lead communication and conflict resolution, addressing inquiries from licensees and players, and fulfill any additional duties as directed by management.

Requirements

High School Diploma / GED.
Must be 21 years of age or older
At least 1 year of Customer Service Experience.
At least 1 year of Basic to Intermediate Excel proficiency.
Basic computer skills- MS Office, electronic mail, etc.
Excellent customer service skills and interpersonal skills to effectively communicate with customers in a live streaming environment.
Ability to maintain a professional demeanour, including manner of speech, appearance, and posture in a fast-paced environment.
Ability to deal with potential guest conflicts professionally, maintaining Playtech’s guest service standards.
Ability to deal, sort, shuffle, and count cards in addition to operating other gaming equipment involving highly repetitive movement of hand and arm.
Ability to work a variety of shifts, including nights, weekends, and holidays.
Punctuality and attention to detail.
Be able to wear assigned uniforms.
Must be able to obtain a Pennsylvania Gaming License and a West Virginia Casino Employee Registration.

Responsibilities

Supervise and ensure Live Dealers and Shufflers in a live streaming environment are complying with the multi-state Gaming Commission Regulations, PT Services New Jersey, and Live unit policies and procedures.
Ensure to correct any Live Dealer and/or Shufflers mistakes promptly in compliance with the company’s policy and procedures.
Demonstrate comprehensive mastery of all company-offered games, including the ability to assist with game presentation and shuffling, as needed.
Ensure the studio’s operations comply with the policies and procedures and implement new policies and procedures as directed by management.
Ensure all live gaming operational reports adhere to the company’s policies and procedures.
Monitor and address any technical disruptions in the studio, ensuring immediate resolution in accordance with the company’s procedures and gaming regulations.
Collaborate with management to test and evaluate studio and application performance, ensuring optimal functionality for new and existing online gaming operations.
Be able to professionally handle and escalate guests’ complaints promptly for any game-related questions according to chat policy.
Maintain an exemplary level of professionalism to foster an orderly and positive work environment.
Attend educational events, briefings, and sessions required for professional skills improvement and learning the new procedures.
Provide essential support to the Site Manager in executing daily operational tasks.
Assume leadership in communication and conflict resolution within the scope of the position, addressing inquiries from licensees and players with professionalism and in accordance with company procedures.
Fulfill any additional duties as directed by management with the utmost diligence and professionalism.