Online Studio Casino Shift Manager

Casino and•Lincoln, RI

2d•Onsite

About The Position

The Online Studio Casino Shift Manager is responsible for overseeing all gaming operations within the studio, ensuring compliance with regulations, and leading the studio team. This role involves managing staff performance, maintaining high levels of customer service, implementing security measures, and resolving operational incidents. The manager will also be responsible for training staff, preparing reports, analyzing data for improvements, and ensuring the proper functioning of gaming equipment and facilities. Additionally, they will promote responsible gaming practices and manage the Game Presenters' roster and break list to ensure adequate staffing for each shift. The role requires excellent knowledge of games and products, moderation of chat, monitoring of player bets, and ensuring adherence to company policies and regulations.

Requirements

Excellent knowledge of all our games and products.
Ability to provide proper guidance where necessary.
Ability to amend and follow-up the Game Presenters’ roster and break list.
Ability to approve swaps, vacation leave, and over-time.
Ensuring the proper number of staff is present for each shift.
Ability to monitor tables to ensure all is functional and working efficiently, in accordance with set company protocols.
Ability to identify and resolve all real-time incidents on the gaming floor related to all components of operations, including staff issues, hardware, software, and network connectivity.
Ability to moderate the chat and monitor players' bets.
Ability to ensure team members follow company policies and regulations.
Ability to provide feedback and constantly monitor performance.

Responsibilities

Ensuring compliance with audit and operational regulations and guidelines.
Preparation for new or changed services with full oversight of the change process and the maintenance of regulatory, legal, and professional standards.
Managing the performance of existing systems and services.
Leadership of the studio team, recruiting, motivating, developing, and managing the performance of direct reports, building a high caliber team with the skills and capabilities needed to deliver the required results.
Overseeing and managing all gaming operations.
Managing and leading a team, ensuring they are adequately trained, scheduled, and performing their duties efficiently.
Ensuring the highest level of customer service is provided.
Handling escalated customer issues and complaints to ensure customer satisfaction.
Implementing and maintaining security measures to prevent cheating and fraud.
Acting as the final authority in resolving disputes or discrepancies related to gaming activities or customer interactions.
Implementing training programs for studio gaming staff to ensure they are well-versed in studio gaming rules, regulations, and customer service skills.
Preparing reports on gaming activities and customer feedback.
Analyzing data to identify areas for improvement and operational efficiency.
Ensuring that all gaming equipment, tables, and facilities are well-maintained and in good working condition.
Implementing and promoting responsible gaming practices to ensure the safety and well-being of customers.
Keeping employees operating productively and working on all necessary tasks to meet business and customer needs.
Having excellent knowledge of all games and products and providing proper guidance where necessary.
Amending and following up the Game Presenters’ roster and break list, making sure responsibilities such as approving swaps, vacation leave, and over-time are looked into, and ensuring the proper number of staff is present for each shift.
Monitoring tables to ensure all is functional and working efficiently, in accordance with set company protocols.
Identifying and resolving all real-time incidents on the gaming floor related to all components of operations, including staff issues, hardware, software, and network connectivity.
Moderating the chat and monitoring players' bets, making sure games are played appropriately.
Making sure all team members follow company policies and regulations, including providing feedback and constantly monitoring their performance.