Location:
Manila
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

The Chat Host team are responsible for ensuring that our Customers are engaged with the Bingo brands through the chat rooms, Social Media and/or other channels. Building strong communities to assist in the conversion of new customers to real money players in order to continuously increase brand loyalty, retention and increase player days. The Chat Hosts provide a professional and efficient service acting not only as Chat Hosts but have elements of Customer Services, CRM, and Conversions combined into the role. Working alongside Customer Services, the team is responsible for guaranteeing the customers are fully abreast with all Headline promotions, slot and bonus offers.

The Chat Host Team Leader combines day to day operational management of the chat teams, and requires someone with strong leadership skills, plenty of creativity who puts the customer at the heart of everything they do.

The Chat Host Team Leader role is pivotal to customer retention, building communities and converting new players to first time depositors.

You will ensure the smooth day to day running of the team, maintain discipline around absenteeism, performance and support and develop the team to exceed its targets through motivation and clear direction.

Key Responsibilities

  • Review Daily/Weekly and Monthly KPI performance ensuring that Chat Moderation is delivering good numbers and retaining customers reviewing cross marketing performance of Chat players to side/mini games to increase longer dwell times.
  • Track and measure Host performance by managing the quality assurance programme to ensure high quality of service and removal of non-performing chat hosts.
  • Analyse stats to support placement of staff in high traffic/revenue areas, with continuous review of the working hours ensuring optimum cover across all brands.
  • Produce weekly chat reports across brands, feeding back customer insights on products and services proactively including the initiatives being taken within the chat team to address customer issues.
  • Produce monthly report to give a full review of the team in relation to attendance, performance, regularisations etc.
  • Recruitment of new Hosts and facilitate new starter training
  • Promote company through all customer interactions, maintaining a positive professional attitude in any written or verbal conversations.
  • Ensure a good understanding of all bingo promotions and current marketing campaigns across all Bingo Brands.
  • Host daily meetings for all shift Team Leaders commencing their shifts, to ensure they are fully abreast of any immediate changes which need to be communicated to chat hosts. These meetings will include changes to planned room cover, feedback to be obtained for business insight, promotional activities to be circulated to customers, distribution of community bonus codes for customer participation, confirmation of breaks to ensure rooms are covered.
  • Perform any ad-hoc duties as directed.
  • Escalate any potential issues from customer queries and fault escalations with subsequent reporting via IT to bring about swift resolutions for customers.
  • Host monthly team meetings to review team performance, address any issues and provide guidance on suggestions submitted by chat hosts, driving through new initiatives.
  • Respond to queries in relation to promotional activities, CRM campaigns inclusive of email/SMS/Push messages. Utilising IMS, BOS, Social Media and the Brand Team to resolve any queries.
  • Calculate overspend on Chat Games and winners, raising any issues to the Chat Host Team Leaders, ensure there is a clear understanding on rules governing chat games, ensure cash amounts paid out on a daily basis are within budget.
  • Be aware of site development issues and escalate any potential problems.
  • Management of personnel, inclusive of absences, holiday tracking and monthly appraisals reviewing personal productivity and personal development.
  • Reference point for local policies and best practices around HR procedures, salaries and ad-hoc team queries. Initiate and complete investigatory and disciplinary meetings in accordance with HR policies and procedures, inclusive of composing and issuing show-cause memos and admin hearings, ensuring all breaches are managed effectively and in a timely fashion.
  • Manage Team Leaders to ensure all administration duties are completed and deadlines are met
  • Ensure strong communities are developed where players can relate to chat hosts.
  • Complete weekly appraisals and support Team Leaders to ensure all Hosts weekly coaching and 1-2-1 sessions are completed.

Specialist Skills and Experience

  • 3 to 5 years of experience with managing teams.
  • Experience in a customer facing role.
  • Fluent in English – written and spoken to an excellent standard – a must.
  • Online gaming support center experience – an advantage.
  • Strong knowledge of Entain Back Office Tools – an advantage.
  • Excellent Leadership and Motivational skills with a great attitude and desire to help our customers.
  • Skilled communicator able to act in a diplomatic and professional manner, whilst upholding the company’s regulatory requirements and ethical stance in the industry.
  •  Excellent communication, analytical, problem solving, and time management skills.

Competencies/Behaviours

  • Target driven and able to work well in a fast-moving environment with the ability to work as part of a team and independently, with good interpersonal skills.
  • Creative ability.
  • Highest work standards with a strong service orientation – “customer first” culture.
  • Ability to be self-motivated, organised and work flexibly in a time pressured environment.
  • Reliable with a strong work ethic.
  • A flexible approach to work schedules and shift patterns.
  • Able to react to company needs.
  • Common-sense.
  • A proactive and ‘can do’ approach.
  • Confidence to interact with people across the company and from any office location.
  • A winning mentality.
  • Quality of service and going the extra mile is at the heart of your service approach.

Diversity and equalopportunities:

As a globalemployer, Entain is committed to providing a safe, fun, and inclusive culturewhere our people feel like they truly belong.

We are amulticultural business that values, celebrates and respects individualdifferences, so whatever your sexuality, gender, gender identity, ability, age,race, religion or belief, you will have a voice here, and the space to do yourbest work.

Our diverseinternal networks provide the support for you to express your views and make apositive difference, all for the good of entertainment.

About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.
 

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.