iGaming Supervisor - (Midshift) - Bensalem, PA

About the role

As an I-Gaming Pitboss, you will be responsible for overseeing live game operations and ensuring a professional and engaging experience is conducted by the Live Dealers and Shufflers in a streaming environment.

Essential Duties and Responsibilities

• Must be able to adhere to the multi-state Gaming Commission Regulations, PT Services Delaware regulations, and live unit policies and procedures.
• Supervise and ensure Live Dealers and Shufflers in a live streaming environment are complying with the multi-state Gaming Commission Regulations, PT Services New Jersey, and Live unit policies and procedures.
• Ensure to correct any Live Dealer and/or Shufflers mistakes promptly in compliance with the company's policy and procedures.
• Demonstrate comprehensive mastery of all company-offered games, including the ability to assist with game presentation and shuffling, as needed.
• Ensure the studio's operations comply with the policies and procedures and implement new policies and procedures as directed by management.
• Ensure all live gaming operational reports adhere to the company's policies and procedures.
• Monitor and address any technical disruptions in the studio, ensuring immediate resolution in accordance with the company's procedures and gaming regulations.
• Collaborate with management to test and evaluate studio and application performance, ensuring optimal functionality for new and existing online gaming operations.
• Be able to professionally handle and escalate guests' complaints promptly for any game-related questions according to chat policy.
• Maintain an exemplary level of professionalism to foster an orderly and positive work environment.
• Attend educational events, briefings, and sessions required for professional skills improvement and learning the new procedures.
• Provide essential support to the Site Manager in executing daily operational tasks.
• Assume leadership in communication and conflict resolution within the scope of the position, addressing inquiries from licensees and players with professionalism and in accordance with company procedures.
• Fulfill any additional duties as directed by management with the utmost diligence and professionalism.

Education & Experience/qualifications Required

• High School Diploma / GED.
• Must be 21 years of age or older
• At least 1 year of Customer Service Experience.
• At least 1 year of Basic to Intermediate Excel proficiency.
• Basic computer skills- MS Office, electronic mail, etc.
• Excellent customer service skills and interpersonal skills to effectively communicate with customers in a live streaming environment.
• Ability to maintain a professional demeanour, including manner of speech, appearance, and posture in a fast-paced environment.
• Ability to deal with potential guest conflicts professionally, maintaining Playtech's guest service standards.
• Ability to deal, sort, shuffle, and count cards in addition to operating other gaming equipment involving highly repetitive movement of hand and arm.
• Ability to work a variety of shifts, including nights, weekends, and holidays.
• Punctuality and attention to detail.
• Be able to wear assigned uniforms.
• Must be able to obtain a Pennsylvania Gaming License and a West Virginia Casino Employee Registration.

Compensation & Benefits

• Pay Rate: $24 + up to $3 Monthly Performance Bonus
• Night differential pay
• Vacation Days: 10 days
• Sick Time: 5 days
• 10 Holidays pay
• Health Benefits: Medical, Dental, Vision, HSA/FSA, LTD/STD, Life Insurance.
• 401K - 4% match