Manager- Operations

The Manager – Operations (Gaming Support) is responsible for overseeing daily operations for a gaming client programme in a Business Process Outsourcing environment, ensuring high-quality player support and operational excellence.

Manager- Operations

JOB SUMMARY:

The Manager – Operations (Gaming Support) is responsible for overseeing daily operations for a gaming client programme in a Business Process Outsourcing environment, ensuring high-quality player support and operational excellence.

This role assists with driving performance against KPIs and ensuring delivery of exceptional player experience. The position requires strong analytical capability, operational leadership, and a deep understanding of gaming customer behaviours and digital support channels.

­­­­­­­­­­­­­­KEY AND CRITICAL RESPONSIBILITIES INCLUDE:

• Execute daily operational strategies through needs assessments, performance reviews, capacity planning, and cost-benefit analysis.

• Drive performance improvement by identifying gaps, analyzing root causes, and implementing targeted action plans to achieve operational goals.

• Oversee system audits and performance analyses, contributing to the development and enhancement of quality assurance programs.

• Analyze workflows, tools, and processes to identify improvement opportunities that drive efficiency, reduce costs, and enhance customer experience.

• Manage escalations by promptly resolving complex customer issues while ensuring a high-quality customer experience.

• Lead, coach, and develop Supervisors supporting gaming programs and drive a high-performance culture focused on player satisfaction and engagement.

• Conduct regular coaching sessions, performance reviews, and development planning.

• Drive talent acquisition, onboarding, and continuous development initiatives to build and sustain high-performing teams.

• Maintain and enforce confidentiality of all systems, data, and proprietary information in accordance with iQor and client data security requirements.

• Ensure full compliance with all company policies and procedures, including Security, Health, Safety, and Quality standards.

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EDUCATIONAL REQUIREMENTS

• Bachelor’s degree in business administration, Project Management or related fields.
• Experience may be considered equivalent if experience demonstrated increased depth and breadth of responsibility.

EXPERIENCE/KNOWLEDGE

• 5 or more years of call center experience in collections/sales/customer service/technical support.
• 2 or more years of managing supervisors experience.
• Familiarity with gaming environments, platforms or communities would be considered an asset.
• Proficient in Microsoft Office Suite (Intermediate Level in Microsoft Excel)
• Good working knowledge of operational procedures and policies.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Willingness to work flexible hours.

SKILLS/KEY COMPETENCIES:

• Managerial Courage- Ability to provide consistent, direct, complete and actionable, constructive, positive and corrective feedback to others and direct reports.
• Strategic Planning- Ability to effectively breakdown projects and goals into a manageable process.
• Inspiring Others- Ability to function as an effective team member, motivate and inspire subordinates.
• Developing Direct Reports- Ability to hone skills in subordinates, motivate, inspire and create an opportunity for them to flourish.
• Process Management- Ability to break down complex tasks to analyze the process and increase efficiency
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Must be confidential and trustworthy
• Good interpersonal communication and organizational skills
• Ability to adhere to deadlines
• Must possess good oral and written skills

ADDITIONAL REQUIREMENTS

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal.  Speak, type and/or sit for extended periods of time.