About Playtech

Founded in 1999 and premium listed on the Main Market of the London Stock Exchange, Playtech is a market leader in the gambling and financial trading industries with 7700 employees across 19 countries. Playtech delivers business intelligence-driven gaming software, services, content, and platform technology, making it a leader in the industry. To learn more about Playtech's company culture, visit https://www.playtechpeople.com/.

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices.

Ready to level up your career?

Playtech Managed Services is looking for a responsible and motivated Shift Manager with strong problem-solving skills.

Your influential mission. You will...

• Manage the task distribution and make sure that all Customer Service Associates are performing the assigned tasks.
• Monitor if all the inbound and outbound work (chat, email, phone, social media) is handled on time.
• Follow up on ongoing escalations to different departments – both internal and external.
• Constantly check the degree of target achievements and adjust the tasks and workload distribution of the team.
• Monitor the discipline and the behavior of team members and ensure that all internal house rules are followed properly.
• Provide knowledge, support, and assistance to the Customer Service Associates during all shifts.
• Notify team members about promotions and process updates.
• Follow up on all complaints, suggestions, and comments made by team members.
• Take care of incoming work as required.
• Alert about problems related to the internet, servers, or internal systems.

Components for success. You...

• Are fluent in English (speaking and writing).
• Have a team-leading attitude.
• Are a problem solver and an analytical thinker.
• Have strong communication skills.
• Have people management and motivation skills and can delegate well.
• Can delegate tasks effectively to team members based on their strengths and expertise.
• Are a skilled multitasker with excellent prioritization and planning skills.
• Understand performance management processes.
• Have the ability to work effectively in a team environment.

You'll get extra points for... 

• Being knowledgeable about sportsbooks. 

Thrive in a culture that values…

• Contribution and achievements by offering performance bonuses and ample opportunities for internal growth.
• Employees' health and well-being through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program and food, travel, and wellness allowances.
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge.
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals.
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses.

PLAYTECH MANAGED SERVICES

Established in 2007 in Sofia, Bulgaria, Playtech Management Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.