Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.
Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.
With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.
Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.
The Chat Host Team Manager will play a pivotal role in steering the Chat Host department towards excellence. Your responsibilities will include strategically organizing and overseeing the team to ensure that Bingo rooms operate with optimal efficiency and engagement. You will manage and mentor a dedicated team of Chat Hosts, setting clear performance objectives and ensuring their achievement. Your leadership will be crucial in developing and implementing best practices, driving continuous improvement, and fostering a cohesive and motivated team environment.
Main Accountabilities & Responsibilities:
- Manage and lead the Chat Host team to ensure exceptional service delivery in all Bingo rooms, maintaining a high standard of customer engagement and satisfaction in bingo chat rooms
- Align team objectives with brand and business goals, ensuring a unified approach to achieving key performance metrics
- Develop and implement strategies to optimize Chat Host performance, using monitoring tool Vaix, and ensure adherence to service standards
- To manage Chat Host’s rota, ensuring optimal coverage on all shifts while maintaining team balance and productivity
- Drive team accountability by setting clear expectations, providing continuous feedback, and conducting monthly performance reviews and 1-2-1 meetings
- Coach, monitor and guide Chat Hosts, fostering a high-performance culture and encouraging personal and professional development within the team
- Coordinate and deliver comprehensive briefings on promotions, ensuring the team is fully informed and capable of handling customer queries with accuracy
- Monitor and assess the operational performance of Bingo Rooms, identifying areas for improvement and proactively addressing challenges in collaboration of the CH QA and Live Floor Coach
- Work closely with the Operations Manager and the CH QA and Live Floor Coach to design and execute development programs aimed at enhancing team capabilities and customer experience
- Ensure the timely completion of daily shift reports providing detailed insight for continuous improvement
- To handle customer complaints, ensuring swift and effective resolution to maintain customer satisfaction
- Report on team performance, timekeeping, key operational outcomes on a daily, weekly and monthly basis to senior management and stakeholders accordingly.
- Lead recruitment efforts, conducting interviews and training programs as needed, to build and strengthen the team.
- Drive innovation by identifying and implementing procedural improvements to enhance service delivery and the overall customer experience.
- Ensure compliance with all company policies, procedures, and systems, demonstrating high levels of competency and operational excellence.
- To champion a team motivational culture by inspiring a positive work environment, driving team morale, and recognizing top performers.
- Lead the planning and execution of monthly entertainment event in Bingo Rooms, ensuring hosts are fully prepared and equipped.
What’s needed for success – Experience & Qualifications:
- Experience in Team Management, preferably in online gaming or customer-focused roles.
- Strong knowledge pf Bingo Operations and live chat environment.
- Advanced computer literacy including proficiency in email, Microsoft Word, Excel.
- Knowledge of Virtue Fusion and Salesforce is highly advantageous.
- Relevant Degree in Management is a plus
- Strong leadership, coaching and developmental skills
- Excellent communicator and ability to negotiate and influence with a coaching style
- Outgoing with a driven focus to succeed
- Analytical problem-solver with excellent attention to detail
- Resilient and adaptable, able to manage priorities and meet deadlines under pressure
- Creative thinker bringing innovative ideas
- Emotionally intelligent to handle challenging situations with professionalism
- Self-motivated with a proactive attitude
Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself
You’ll get a competitive salary combined with some great benefits.
Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.
Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.
From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered.
*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.
We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.
#Interactive
