iGaming Floor Supervisor

Company DescriptionPT Services (Delaware) LLC is part of Playtech - the world's largest online gaming software supplier traded on the London Stock Exchange Main Market. Playtech offers cutting-edge, value-added solutions to the industry’s leading gaming operators. Since Playtech's inception in 1999, our approach has been centered on continual development. PT Services (Delaware) LLC represents the Playtech Live product, and our studios feature hundreds of state-of-the-art cameras broadcasting in premium HD quality, offering the fastest streaming and highest uptime in the market. More than 1,830 talented professionals are part of Playtech Live from different countries all over the world, and you have an opportunity to join our international team in Michigan!Visit our website to learn more about our company DescriptionAs an iGaming Floor Supervisor (also known as a '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:Supervise and ensure Live Dealers and Shufflers in a live streaming environment are complying with the multi-state Gaming Commission Regulations, PT Services Delaware, 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 presenting the game and shuffling, as needed.Ensure the studio’s operations comply with 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.QualificationsHigh School Diploma / GED.Must be 21 years of age or olderAt least 1 year of Customer Service Experience.At least 1 year of Basic to Intermediate level of 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 demeanor, 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 Michigan Gaming License and a West Virginia Casino Employee Registration.Additional InformationCOMPENSATION & BENEFITSPay Rate: $22.00 + up to $3.00 Hourly Performance BonusVacation Days: 10 daysSick Time: 5 daysHealth Benefits: Medical, Dental, Vision, HSA/FSA, LTD/STD, Life Insurance.401K – 4% matchPhysical FunctionsProlonged sitting at desktop highchair and tables.Ability to stand for a short period of time.Ability to maintain physical stamina for extended periods.Repeated use of both hands and arms when dealing and/or shuffling.Full mobility of upper extremitiesAbility to see and read multiple monitor screens.Ability to lift up to 15 lbs.If you need reasonable accommodation and/or assistance during the application and hiring process, please don't hesitate to contact the Playtech-People & Culture Team at [email protected] for help. Our team will be happy to help!Playtech is an equal opportunity employer. All qualified applicants will receive consideration of employment equally without regard to age, ancestry, color, gender identity or expression, national origin, physical or mental disability, protected veteran, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances. Compensation: USD 22.00 - USD 25 - hourly