Chat Team Leader

Remote (Please note applicants must be based within a 35 Mile radius of Sunderland to be considered for this role as you will be required to make regular visits to our Sunderland HQ)

Hours: 40 (Shift patterns available below)

Team (Squad 1) - 10pm - 6am Monday, Thursday, Friday, Saturday and Sunday (Days off Tuesday & Wednesday)

Are you a motivational leader with excellent communication skills and a passion for creating positive digital experiences? Do you enjoy leading a team helping them feel like they have hit the jackpot?

At tombola, the Community Team Leader plays a critical role in enhancing the overall gaming community. After all, our player community is at the heart of everything we do as we value putting the player first. Always.

What is the role?

You will be primarily responsible for leading a team of chat hosts, providing assistance, and ensuring they perform to the best of their abilities in maintaining the lively, friendly, and positive atmosphere we are renowned for.

As this role involves people management, you will also take the lead in handling any escalated people management issues. Your strong leadership is the key to fostering a positive and highly productive team dynamic, making this an exciting opportunity for those who thrive in a leadership role.

As part of your responsibilities, you will:

• Managing team attendance, including absence processes
• Conducting performance reviews, scorecard reviews, and QA evaluations
• Holding monthly one-on-one meetings with team members
• Managing the staff survey feedback process
• Coordinating team holiday schedules
• Tracking overtime and absence logging
• Making real-time adjustments to the team's rota
• Championing business updates and facilitating monthly team calls.
• Participating in quarterly onsite management catch-up meetings
• Monitoring live dashboards to ensure team performance.
• Organising and leading monthly team meetings
• Collaborating with key decision makers
• Collecting and presenting performance statistics
• Acting as a feedback champion within the team

AdditionalAd-hoc duties

In addition to the key responsibilities, you will also be responsible for various ad-hoc duties, including:

• Managing Return to Work (RTW) processes for long-term absences
• Conducting trainee probation reviews
• Handling people management issues, including Performance Improvement Plans (PIPs) and Involuntary Attrition Decisions (IAD)
• Escalating crisis situations as needed.
• Conducting performance reviews and check-ins during H1 and H2
• Assisting in training initiatives, including onboarding and wider CX training
• Supporting in recruitment & onboarding
• Managing onboarding and offboarding processes
• Generating shift reports

Skills we are seeking:

• Excellent leadership and team management abilities.
• Superior written communication skills.
• An ability to multi-task and stay organised.
• Experience in customer service and engagement approaches.
• Knowledge of digital chat platforms.

Full job description available upon request.

Please note applicants must be 18 and over to apply for this role.