Lead Service Manager – Ezugi

Job title:

Lead Service Manager – Ezugi

Company

Evolution Gaming

Job description

Company DescriptionEzugi, an Evolution company, is expanding its team! Through the Ezugi brand we offer a complementary core Live Casino service built around Ezugi’s historic regional expertise in the following geographic markets: Latin America, South Africa, selected US and European markets. While our games come alive with real-time talent and interactions, players from around the world join virtually. Every day, thousands wager real money across a variety of platforms, diving into one of our 50+ interactive games.Since becoming part of Evolution Group in 2018, Ezugi has expanded into new geographical markets and continues to build on its reputation as a bold, agile and dependable provider. “We’ve transformed the gaming landscape by designing and hosting the most-streamed, interactive casino tables and slots globally.”Join Our Fast-Growing Team!What We Offer:

• Competitive Compensation
• Benefits Package:

• Medical, Dental, & Vision Insurance
• 401k Match
• Paid Time Off, Sick Time Accruals & Paid EVO Days
• Nationwide Employee Discount Program
• Career Growth:

• Career Advancement Opportunities
• Employee Referral Program
• Paid Casino Game Presentation & Technique Training
• Additional Perks:

• Casino License Reimbursement
• Paid Training & Break Time
• Centrally Located Modern Studio Environment with Break Room & Refreshments

Job DescriptionSummaryThe Lead Service Manager is a team leader Service Management Department. The Team Leader is working on the Specialists development. The Team Leader acts as a front-line extension of the manager’s authority and is responsible for monitoring and controlling everything that happens during the shift, including but not limited to points listed below.Responsibilities

• Ensuring correct measurement and achievement of key performance indicators (KPI’s) in Ezugi studio.
• Delivering problem solving and trouble-shooting solutions in response to software and process issues that may arise.
• Managing Ezugi Studio by conducting and overseeing the performance management process, employee relations issues, talent management, team collaboration, work schedules, bonus calculations, headcount, and training.
• Acting as the key point of escalation for any high-level issues that affect Global Support Service.
• Team leading, development.
• Global defects and issues detection, fixing or escalation.
• Actively monitoring and developing career and succession planning within reporting lines in addition to conducting regular one-on-one meetings with all direct reports.
• Company’s current system constant monitoring, improvement proposals, testing.
• Reporting monthly on staff performance, direct report activity, office operations and domain performance against KPI’s.
• Being responsible for driving the department’s hiring requirements.
• Reviewing, updating, inventing new procedures and rules, new system testing, new table launching.
• Service Management Knowledge Base article updates and writing.
• Liaising with other departments to ensure that all policies and procedures are in line with licensing requirements.
• Ad hoc projects – lead and/or participate in business unit projects.

Qualifications

• Experience in Service Management Department at least 6 months.
• Strong written and oral communication skills.
• Strong computer skills (Microsoft Office, Internal tools).
• Ability to multitask and handle high pressure situations.
• Ability to analyses situations quickly and make prompt decisions in a possibly tense environment.
• Ability to maintain strict confidentiality.
• Ability to communicate effectively to establish cooperative linkages among staff.
• Analytical and action oriented.

Additional InformationEvolution is a market-leading developer and provider of products and services for online casino entertainment. Our excellence is driven by over 18,000 EVOlutioneers across 30 markets worldwide, working in product innovation, software development, IT solutions, game hosting and business support. Evolution’s dynamic and creative environment creates a unique opportunity for personal and professional growth.Our integrated business-to-business solutions guarantee that our clients can always provide an unrivalled online entertainment experience to their players globally. We thrive on remaining an award-winning digital powerhouse of entertainment products and services with an ever-expanding line-up of product brands: Evolution Live, NetEnt, Red Tiger, Ezugi, Big Time Gaming, Nolimit City and DigiWheel.All your information will be kept confidential according to EEO guidelines.#EVOMIL

Expected salary

Location

Grand Rapids, MI

Job date

Sat, 01 Jun 2024 05:14:26 GMT

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