SPANISH SPEAKING CHAT MODERATOR TEAM MANAGER
Spoton Connections
Malta
vor 5 Tg.
source : JobsFactor

Responsibilities :

  • Understand the brands and business objectives and ensure that Chat Moderators are fully aware and act accordingly when hosting
  • Brief and ensure your chat team understand all current promotions & offers
  • Build and maintain the rota ensuring all shifts on site are always covered
  • Management of team through performance reviews, appraisals, and where necessary refer for disciplinary and grievance processes
  • Ensure that all customer interactions on the chat platform are up to the expected level through constant quality assurance checks
  • Manage and monitor absence, leave and adherence
  • Liaising with other stakeholders within the business to gather information and resolve issues as quickly as possible
  • Complete monthly 1-2-1’s within the team
  • To identify and prevent players from risk addiction and act according to agreed procedures when needed
  • Demonstrate a high level of competency with regards to the Bingo rooms systems, company policies and procedures
  • Assist in training / coaching when needed
  • Generate innovative entertainment ideas that will appeal to our audiences
  • Provide expertise and guidance for all on-site product related information
  • Produce requested reports to adequately reflect any operational issues / overviews to senior management
  • Effective hiring and on-boarding of new Chat Moderators
  • Requirements :

  • Native Spanish speaker with excellent English communication skills
  • Knowledge of bingo, on-line gaming / chatting and social media
  • Experience working in a customer service environment
  • Strong leadership, coaching and developmental skills
  • Resilient with the ability to plan, organise and work to competing demands and deadlines
  • Strong problem-solving skills with high attention to detail
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