Team Manager

2 weeks ago

Toronto, Canada Pragmatic Play Full time

**Description**:
**About Us**:
Pragmatic Play is a leading game developer providing player favourites to the most successful global brands in the iGaming industry. Powering up new possibilities of play through one single API, we offer a multi-product portfolio of award-winning slots, live casino, bingo, virtual sports, sportsbook and more, available in all major regulated markets, languages, and currencies.

Driven by our persistence to craft immersive experiences and responsible thrills, our professional team consistently deliver best in class services to our partners worldwide with a dedication to creating games that players love time and time again.

We are seeking a dynamic and experienced Team Manager to lead our Live Casino Studio team and drive them towards achieving their full potential in delivering an exceptional gaming experience to our clients. As the Team Manager, you will be responsible for motivating, coaching, and inspiring a team of Live Casino Studio dealers and shufflers. You will also play a vital role in ensuring adherence to company policies and procedures, setting goals and objectives, and developing effective strategies to meet business objectives.

**Specific Responsibilities**:

- Lead, coach, and mentor a team of Live Casino Studio dealers and shufflers to provide an exceptional gaming experience to our clients. Monitor the daily performance of team members, providing immediate feedback to help them exceed key performance indicators (KPIs).
- Ensure team members possess comprehensive knowledge of current standard operating procedures.
- Operate in compliance with the company's standards and regulations, respecting the rules of the games.
- Facilitate communication and collaborate with internal clients and partners to ensure effective coordination.
- Support the Studio Manager in achieving business objectives and fostering a performance-oriented culture.
- Promote the introduction and rapid adoption of new policies, processes, and procedures within the team.
- Attend training courses and workshops to enhance technical skills and stay up to date with industry trends.
- Identify individual development needs and collaborate with the Training team to create personalized development plans.
- Collaborate with the Scheduling team to meet staffing requirements for 24x7 Studio Operations.
- Additional duties and responsibilities as assigned.

**Requirements**:

- 1-2 years of experience in a leadership role within a client service or gaming environment
- Proven leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a role model for team members, while remaining approachable, objective, and resourceful
- Effective communication skills
- Ability to collaborate and work effectively within cross-functional teams.
- Strong focus on quality assurance and leadership
- Live or online casino experience is preferred.
- Fluency in Korean, Mandarin or Japanese would be an asset.
- Be flexible to work in shifts and on weekends

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