Job Title:   Operations Manager
04 / 01 / 2013

GTECH G2 is a subsidiary of Lottomatica Group, one of the world's largest lottery operators. GTECH G2 is a leading company in interactive gaming that specializes in full digital gaming and the sports betting industry. Founded in 2009, its portfolio of interactive services includes Lottery, Poker, Bingo, Sports Betting, Skill Games, Instant Games as well as a full range of back office and business solutions to help maximize revenues.

The successful candidate will be an experienced Operations Director with a proven background within the online gaming industry – not necessary but preferred previous experience is a plus.
  • Headcount: advise the Operations Director on all head count requirements, seek approval in order to manage a workforce that delivers as per the business requirements
  • Recruitment: manage the recruitment process
  • Rota: ensure the rota is configured in order to serve the business requirements and maintain workforce harmony
  • Player contact management: responsible for all player contact.
  • SLA adherence: responsible for the delivery of service in accordance with the documented SLA’s
  • Operations update (daily): update the Call centre Management with the outcome of the Daily Oper4ations meeting
  • High impact event management: ensure the Call Centre is managed in order to cater for high impact events
  • Not limited to the above the position requires an active part in player support, risk management, partner relations, managing portal, product and marketing resources and some experience is a plus
  • Job Functions:
    • Recruit and provide direction to a Customer Service team that share the company’s core values, fit with the corporate culture, and respect all regulatory and legal requirements.
    • Ensure that all staff are fully trained and produce training manuals
    • Ensure published customer response times/SLA’s are met
    • Ensure Customer Service response scripts are adhered to
    • Risk is managed at an acceptable level
    • Work closely with appropriate departments ensuring customer queries are resolved in a timely manner
This description is a summary of principal duties and responsibilities and is not intended to include all duties which may be assigned.

  • Be able to demonstrate an understanding of the operational side of the online gaming industry – not required but a plus
  • Have the ability to drive project with internal and external service providers and stakeholders
  • Have natural leadership abilities
  • Strong understanding of the commercial facets of online games and associated business models
  • Excellent communication and presentation skills

We thank all applicants for their interest, however, only those selected for an interview will be contacted.
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