What are the responsibilities and job description for the Service Support Team Leader position at Evolution?
Company Description
Evolution Gaming is the world’s leading provider of video-streamed Live Casino solutions, delivering world-class, ‘as real as it gets’ live dealer gaming to our licensees, which include many of the world’s best-known gaming brands.
Our services, which allow licensees’ players on desktop, tablet and smartphone to play Live Casino games at real tables and with real dealers, have won multiple industry awards. That success is largely down to the quality and commitment of our people, and we are always looking to expand our talented teams. With multiple European and American studios and offices as well as a studio and office in Vancouver, Canada, we provide a creative, engaging and enthusiastic environment and unique opportunities to apply your skills and work with passion.
Job Description
Summary
The Service Support Team Leader New Jersey is a team leader of Service Support Department for the New Jersey Studio. The Team Leader works on the Service Support Specialists development. The Team Leader acts as a front-line extension of the manager's authority and is responsible for monitoring and controlling everything that happens during the shift, including but not limited to points listed below.
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Responsibilities
- Ensuring correct measurement and achievement of key performance indicators (KPI's) in New Jersey studio;
- Delivering problem solving and trouble-shooting solutions in response to software and process issues that may arise;
- Managing New Jersey Studio by conducting and overseeing the performance management process, employee relations issues, talent management, team collaboration, work schedules, bonus calculations, headcount and training;
- Acting as the key point of escalation for any high-level issues that affect Global Support Service;
- Team leading, development;
- Ensuring appropriate staffing on shift; Covering colleagues during sick leaves/absences
- Global defects and issues detection, fixing or escalation;
- Actively monitoring and developing career and succession planning within reporting lines in addition to conducting regular one-on-one meetings with all direct reports;
- Company's current system constant monitoring, improvement proposals, testing;
- Reporting monthly on staff performance, direct report activity, office operations and domain performance against KPI's;
- Being responsible for driving the department's hiring requirements;
- Reviewing, updating, inventing new procedures and rules, new system testing, new table launching;
- Service Management Knowledge Base article updates and writing;
- Liaising with other departments to ensure that all policies and procedures are in line with licensing requirements;
- Ad hoc projects - lead and/or participate in business unit projects.
Qualifications
- Experience in Service Support Department at least 6 months;
- Strong written and oral communication skills;
- Strong computer skills (Microsoft Office, Internal tools);
- Ability to multi task and handle high pressure situations;
- Ability to analyses situations quickly and make prompt decisions in a possibly tense environment;
- Ability to maintain strict confidentiality;
- Ability to communicate effectively to establish cooperative linkages among staff;
- Analytical and action oriented.
Additional Information
In order to apply and be considered for this role, you would need to have:
- Held a similar role for at least 1 year
- Achieved targets and performance expectations as given to you by your direct manager, consistently for at least the last 6 months
- This position requires to sit in the office for 8-12 hours a day, with short breaks in between and a lunch break. Work a standard 40-hour week, with no over time. May work nights, weekends, and holidays if required.
About Us
Evolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 17,000 EVOlutioneers across 30 markets worldwide, working in product innovation, software development, IT solutions, game hosting and business support. Evolution's dynamic and creative environment creates a unique opportunity for personal and professional growth.
Our integrated business-to-business solutions guarantee that our clients can always provide an unrivalled online entertainment experience to their players globally. We thrive on remaining an award-winning digital powerhouse of entertainment products and services with an ever-expanding line-up of product brands: Evolution Live, NetEnt, Red Tiger, Ezugi, Big Time Gaming, Nolimit City and DigiWheel.
Evolution is a Swedish company founded in 2006 and listed on Nasdaq Nordic (EVO).