iGaming Operations Shift Manager at Resorts World NYC

Key ResponsibilitiesSupervise Support Agents to ensure consistent delivery of excellent customer service across all support channels.Monitor team performance against defined KPIs and service-level agreements taking proactive action to address gaps.Act as the first point of escalation for complex or sensitive customer cases.Provide day-to-day coaching mentoring and quality monitoring to keep agents aligned with company standards and best practices.Support workforce scheduling shift adherence and coverage planning.Assist with training programs and onboarding of new team members.Encourage proactive service approaches and continuous improvement to enhance the player experience.Oversee payment handling support including player deposits and withdrawals to ensure smooth processing and issue resolution.Monitor and manage potential fraudulent activity escalating cases as needed to protect both the company and players.Collaborate with the Operations Manager to implement operational updates improve processes and maintain compliance with company and regulatory requirements.Promote a team culture that reflects RW BETs position as a leader in customer experience.Qualifications23 years of experience in iGaming operations customer support or a related regulated industry.Demonstrated experience supervising mentoring or coaching frontline staff.Must currently reside in New Jersey and perform all work duties within the stateStrong communication leadership and organizational skills.Ability to analyze performance data and provide actionable feedback.Team player with a proactive mindset and commitment to maintaining service excellence.Ability to work rotating shifts including nights weekends and holidays as required for operational coverage.Ability to work effectively in a hybrid environment with flexibility for training launches and key team events.Reliable internet access and a professional distraction-free workspace when working remotely.Position may involve occasional lifting/moving of items up to 2550 lbs.Why Join RW BET New Jersey LLCOpportunity to play a key role in the growth of a rapidly expanding online and mobile gaming platform.Collaborative team culture with exposure to operations compliance and player engagement.Remote/Hybrid flexibility with the chance to participate in launches and industry events.Competitive compensation and benefits package.Salary: $62500 - $70000Required Experience:Manager Key Skills General Maintenance,Corporate Risk Management,Ethernet,Front Desk,Insurance,Anesthesia Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 62500 - 70000