Customer Host Team Manager

As the Manager of the Chat Host team this role is responsible for ensuring exceptional customer engagement and service delivery across all Bingo rooms. By aligning team objectives with business goals the manager takes a lead in driving key performance metrics while optimizing productivity through strategic scheduling and performance management. Utilizing monitoring tools they oversee Chat Host operations uphold service standards and provide continuous coaching to support professional growth and team excellence.

• Lead and Manage the Chat Host Team Drive exceptional service and engagement in chat rooms through strong leadership and support.
• Align with Business Goals Ensure the teams objectives contribute to brand success and key performance targets.
• Maximize Performance Use monitoring tools like Vaix to track enhance and maintain high service standards.
• Optimize Scheduling Maintain balanced shift coverage to ensure productivity and efficiency.
• Ensure Accountability Set expectations provide feedback and conduct regular performance reviews.
• Develop and Coach Foster a highperformance culture with mentorship and professional growth opportunities.
• Communicate Promotions Effectively Keep the team informed and prepared to handle customer inquiries.
• Monitor and Improve Operations Identify performance gaps and collaborate on solutions for better efficiency.
• Strengthen Team Capabilities Work with leadership to implement targeted training and development programs.
• Deliver Insightful Reporting Provide timely shift reports for continuous improvement.
• Resolve Customer Complaints Ensure swift and effective resolution to maintain satisfaction.
• Track and Report Performance Keep senior management informed with regular updates on key metrics.
• Recruit and Train Top Talent Lead hiring and onboarding to build a strong capable team.
• Drive Innovation Implement new strategies to enhance service quality and customer experience.
• Ensure Compliance Uphold company policies and operational excellence at all levels.
• Motivate and Inspire Cultivate a positive team culture recognizing achievements and boosting morale.
• Plan Engaging Events Lead the execution of monthly Bingo entertainment activities ensuring host readiness

Your leadership will be crucial in developing and implementing best practices driving continuous improvement and fostering a cohesive and motivated team environment. Join us today and make an impact! #LIRB1 #LIOnsite

Qualifications :

• Degree or Diploma in Management or a relevant discipline
• 5 years of overall experience in Customer Service with at least 2 years as a Team Lead/Manager
• People Management and Leadership
• Excellent Communicator with the ability to engage the team and stakeholders
• Propensity for innovation

Additional Information :

Youre probably wondering outside of a fun exciting and varied role what else do you get Youll get a fantastic salary combined with some leading benefits. is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks were here for you.

Well also invest in your growth by providing development opportunities leadership training and cuttingedge industry certifications so you have the tools and resources to help you work win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made please reach out to let us know ahead of your interview. 

Remote Work :

No

Employment Type :

Fulltime