Spanish speaking Chat Team Manager - Job ID: 775

On behalf of our client, we are looking for a Spanish speaking Chat Moderator Team Manager to work in our client's offices in Malta!

Responsibilities:

Understand the brands and business objectives and ensure that Chat Moderators are fully aware and act accordingly when hosting
Brief and ensure your chat team understand all current promotions & offers
Build and maintain the rota ensuring all shifts on site are always covered
Management of team through performance reviews, appraisals, and where necessary refer for disciplinary and grievance processes
Ensure that all customer interactions on the chat platform are up to the expected level through constant quality assurance checks
Manage and monitor absence, leave and adherence
Liaising with other stakeholders within the business to gather information and resolve issues as quickly as possible
Complete monthly 1-2-1’s within the team
To identify and prevent players from risk addiction and act according to agreed procedures when needed
Demonstrate a high level of competency with regards to the Bingo rooms systems, company policies and procedures
Assist in training/coaching when needed
Generate innovative entertainment ideas that will appeal to our audiences
Provide expertise and guidance for all on-site product related information
Produce requested reports to adequately reflect any operational issues/overviews to senior management
Effective hiring and on-boarding of new Chat Moderators

Requirements:

Native Spanish speaker with excellent English communication skills
Knowledge of bingo, on-line gaming/chatting and social media
Experience working in a customer service environment
Strong leadership, coaching and developmental skills
Resilient with the ability to plan, organise and work to competing demands and deadlines
Strong problem-solving skills with high attention to detail