Casumo was established in 2012 and has been leading the innovation of the iGaming industry ever since. Known for its unique and lovable brands including Casumo and Dunder, the group continues to develop and deliver best-in-class gaming products and experiences. We believe in the power of collective genius and look for idea generators, solution seekers and ingenious innovators that want to play a part in pioneering our brands into the future.

About the Role

This is an excellent opportunity to progress towards a leadership role. The Shift Coordinator will touch upon a number of responsibilities of a Team lead and obtain valuable experience in delegating tasks, giving feedback and dealing with stakeholders.

As Shift Coordinator You Will:

• Ownership of the shift in a Duty Manager capacity, responsible for all incoming contacts with players ensuring department KPI’s are achieved.
• Make quick, considered decisions to maximize the experience of the player.
• Responsible for managing performance of the ambassadors on shift and taking appropriate corrective action where necessary.
• Monitor incoming volumes and shift efficiency, lead and distribute work when necessary.
• Required to monitor technical dashboards, and identify and report incidents through the correct channels
• Assist in quality assessment of customer service communications, and provide both regular and ad hoc direct feedback to team members in accordance with set processes
• Assess and suggest appropriate actions to increase player satisfaction and team efficiency to Team Lead
• Provide senior support to team members, helping to investigate and solve complex player queries and complaints
• Monitor and report lateness and absence on shift, and take appropriate steps to maximize cover.

You Have:

• Excellent written & verbal English communication skills
• A second language in one of Casumo’s main markets will be considered a plus
• Strong organisational skills; reports and documentation are second nature for you
• An analytical data-driven mind; you enjoy diving deep and interpreting data to make key decisions
• You lead by example and are comfortable taking & communicating decisions to provide direction based upon business efficiency
• A service-first approach; the players experience is your main objective, you live and breathe good service
• A great understanding of regulatory obligations, and promote safe gambling
• Flexibility to work on a shift basis- spread through days, evenings and weekends

The Perks

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces. In addition to that, you’ll enjoy:

• Private health insurance
• Wellness incentives, including a fitness allowance and mental well-being services
• Office lunches
• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
• A range of training courses, known as Casumo College, for continuous learning and growth
• An incredibly diverse team of smart, kind and motivated colleagues from more than 45 countries
• Social events for building strong relationships with colleagues from all across the organisation

Great minds don't think alike

At Casumo we're all different. By building a team where difference is embraced, through our lived experiences, our beliefs, and who we are, we create a diverse and inclusive home for all our 'sumos. It's about keeping it real and being your true self. Because, great minds don't think alike; the more diverse we are, the better we become, together.