As Operations Team Lead – Automation and Optimization at Rhino Entertainment, reporting directly to our Customer Operations Manager and working closely with our Director of Operations, you fill a core role in designing and implementing automated processes and integrations for optimizing operational workflows, with a focus on enhancing efficiency and reducing manual tasks.
We are seeking an individual with a deep understanding of automation, AI and optimization tools, and a self-motivated individual who is passionate about mentoring and developing team members across our North Macedonia & Malta offices. Playing a crucial role in maintaining and fostering a positive and highly productive work environment for our operations teams.
What your role will look like as Operations Team Lead - Automation and Optimization:
Automation and Optimization
- Design and implement automated processes, integrations, and strategies for optimizing operational workflows, with a focus on enhancing efficiency and reducing manual tasks, while minimizing risks and ensuring compliance with relevant regulations.
- Lead the implementation and maintenance of chatbots as well as chat and email automation within our operational tools.
- Continuously revise the flow of chatbots to identify opportunities to upsell and promote ongoing offers in line with regulatory requirements, together with opportunities to reduce the impact on our Operations Team.
- Implement automation to help improve our Operations Team’s uptake of frequent updates by linking our knowledge base to customer queries when converted to an agent.
- Identify opportunities to leverage advanced tools and technologies to streamline operations, improve data analysis, and enhance overall performance.
- Provide weekly insights on our automation performance and key milestones that would aid the reduction of contacts to senior management.
- Collaborate with cross-functional teams to integrate new tools and technologies into existing operational processes, ensuring seamless transitions and maximizing impact.
- Maintain detailed documentation of the processes and procedures for audit and regulatory purposes.
Reporting and Stakeholder Management
- Generate comprehensive reports on operational trends, performance metrics, and automation initiatives to provide visibility to management and internal stakeholders.
- Create and maintain documentation and knowledge base related to day-to-day operations.
- Build and maintain strong relationships with internal stakeholders, such as other departments and senior management, to ensure effective collaboration and communication.
- Establish and maintain relationships with external stakeholders, such as vendors and service providers, to support the smooth operation of customer services, responsible gambling, payments processing, risk and reconciliations.
Team Leadership & Mentorship
- Provide leadership and mentorship to the Operations Team, focusing on developing skills required in day-to-day operations.
- Supervise daily operations to ensure alignment with business requirements and departmental goals, providing guidance and expertise to team members.
- Mentor and develop team members, fostering a supportive and collaborative work environment.
- Suggest areas of improvement within the Operations Team and its procedures.
- Performing QA for Operations Team agents
- Participating in the identification of training needs and in the implementation of the relevant training and workshops in order to contribute to the development and growth of the Operations Team Agents and the department as a whole.
- Assisting in recruiting, on-boarding and training the new hires.
Note: The role is office based (Malta/Hybrid) on a Monday - Friday work schedule. There may be the occasional need to work beyond standard business hours based on operational requirements. Additionally, this role may involve frequent travel to our offices in Bitola, North Macedonia.
Requirements
Qualities we are looking for:
- Minimum 3-5 years experience in a similar or related role within the iGaming, Tech or FinTech industries
- In-depth knowledge of automation and optimization tools (chatbots, translation tools, automated workflows, API integrations, etc.)
- Strong leadership abilities and a proven track record of successfully managing teams
- Data driven - you have an analytical mind, with a high level of attention to detail
- Team player with a positive attitude and proactive approach to work
- Strong communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders
- Ability to adapt quickly to changing environments and work effectively under pressure
- Demonstrated commitment to continuous improvement and professional development
Benefits
Working for Rhino includes plenty of perks.
What we offer:
- Competitive salary based on your knowledge & experience
- Quarterly performance bonus split on personal objectives and company performance
- €500 Yearly Wellness & Mindfulness allowance to support an active lifestyle
- Flexibility & a work-life blend through our Hybrid Working environment
- Work from anywhere with our 30 days “overseas working”
- Diverse, dynamic, fun environment with happy and helpful colleagues
- Learning & Development opportunities to invest in your personal development
- Fresh fruit, healthy snacks & food are available at the office everyday - and of course, good tea & coffee
- Free parking, table tennis, lounge area, plenty of meeting rooms and sea views at our ergonomic office
- Regular social events to strengthen long lasting relationships
- Enjoy a “Me Day” on your birthday
- Paid time off, including extra days for special life events
- AXA Private Hospital & Dental Insurance Coverage
- Form an active part of our talent acquisition, with our Referral Bonus
- And to top it off, a great culture!
Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career!
Our Story
Rhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023, the company has a multi-brand strategy and currently operates five brands: Casino Days, Buusti Kasino, Raketti, Big Boost and Lucky Spins. Rhino group is committed to providing its players with the best possible gaming experience supported by a cutting-edge gaming platform.
Our Culture
“We are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person’s unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!”
DEIB
We are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.
How We Work
At Rhino we very much believe in supporting flexible working arrangements! By blending working from our vibrant offices and using the latest tech to work from home, through our Hybrid Working environment, we firmly believe that we can create an effective, balanced, and collaborative working experience to help us achieve our goals!
Join the Rhino Entertainment Community of Curious Achievers!
Rhino Entertainment, founded in 2020, is a thriving online gaming operator that consistently exceeds expectations. With a multi-brand approach, we operate in various respected and regulated jurisdictions, catering to an expanding range of markets. Our dedicated multinational teams, situated across Malta, Macedonia, Spain, and other countries, are fueled by passion, diligence, and a relentless pursuit of knowledge. Through cutting-edge technologies and an unparalleled focus on customer satisfaction, we deliver compelling and value-driven online entertainment experiences.
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