Operations Shift Manager
Listed on 2026-02-12
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Management
Operations Manager, Business Management
As we expand our U.S. presence, our Company is seeking a Operations Officer/Shift Manager with strong operational expertise and market knowledge of New Jersey's regulated iGaming sector. This is a high-impact role focused on delivering seamless support experiences while maintaining regulatory compliance and customer satisfaction.
Key Responsibilities- Supervise and optimize daily workflows to improve support efficiency.
- Analyze agent performance data to identify improvement areas.
- Review schedules and coverage needs; discuss and align adjustments with the Workforce team to ensure proper coverage.
- Provide training, refresher training or shadowing when needed to address performance, process, or knowledge gaps.
- Create, update, and maintain content within content management platforms to support knowledge-sharing and continuous improvement.
- Coordinate with cross-functional teams to implement process enhancements.
- Investigate and resolve internal operational issues using data insights.
- Support the Team Leads and Market Operations Manager with improvement initiatives.
- Monitor workloads across regulated markets and take proactive action when needed.
- The Operations Officer supports market Customer Support operations by optimizing workflows, analyzing performance, ensuring proper coverage, and managing escalations. The role focuses on improving efficiency, supporting team capability, and contributing to continuous operational improvement.
We’re proud to offer a comprehensive benefits package that supports your well-being, financial security, and work-life balance.
Core Benefits- Medical, Dental, and Vision Insurance.
- Life and Disability Insurance.
- 401(k) Retirement Savings Plan with company match.
- Generous Paid Time Off, including holidays and personal days.
performance-driven bonuses are available based on personal and company achievements.
Additional Programs- Employee Assistance Program (EAP).
- Wellness initiatives and voluntary insurance options.
- Professional development and training opportunities.
- Collaborative, team-oriented environment.
- Regular team-building activities and company events.
- Stocked snacks, coffee, and beverages.
Our benefits and perks are designed to evolve with our team’s needs and may be updated periodically as outlined in company materials.
Referrals increase your chances of interviewing at Confidential Company by 2x.
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