Sportsbook Floor Manager

**Purpose of Role**:
Join our team as a Sportsbook Floor Manager and take charge of the overall operational efficiency, performance, and success of our sportsbook. With your strong leadership skills and in-depth knowledge of sports betting operations, you will oversee key operational functions, drive process improvements, and ensure seamless customer experiences. As a hands-on manager, you will collaborate with cross-functional teams, optimise workflows, and implement best practices to achieve operational excellence.

**Duties and Responsibilities**:

- Operations Management: Oversee and manage day-to-day sportsbook operations, ensuring smooth and efficient functioning across all operational areas.
- Leadership: Lead and inspire a group of Team Leaders, providing guidance, training, and support to maximise their performance, productivity, and professional growth.
- Performance Coaching and Feedback: Provide ongoing coaching, feedback, and guidance to team members, helping them identify areas for improvement, develop skills, and maximise their potential.
- Performance Improvement Plans: Identify underperforming team members, develop and implement performance improvement plans, and monitor progress to ensure performance goals are met.
- Process Optimisation: Continuously assess operational processes, workflows, and systems, identifying areas for improvement, streamlining operations, and implementing best practices to enhance efficiency and effectiveness.
- Quality Assurance: Establish and maintain quality standards, conducting regular audits and assessments to ensure accuracy, reliability, and compliance with industry regulations and internal policies.
- Performance Analysis: Monitor key performance indicators (KPIs) and operational metrics, analyse trends, and generate reports to assess performance, identify bottlenecks, and drive data-informed decision-making.
- Cross-Functional Collaboration: Collaborate closely with cross-functional teams to align operational objectives, support new initiatives, and ensure smooth interdepartmental coordination.
- Stakeholder Management: Manage relationships with external stakeholders and service providers, ensuring service level agreements are met, resolving issues, and exploring opportunities for cost optimization and process improvement.
- Continuous Improvement: Drive a culture of continuous improvement, fostering innovation, sharing best practices, and implementing process enhancements to enhance operational efficiency and customer satisfaction.
- Compliance and Regulation: Ensure compliance with industry regulations, licensing requirements, responsible gambling guidelines, and data protection regulations, collaborating with compliance teams to maintain a secure and ethical operation.
- Reporting and Communication: Provide regular reports on operational performance, trends, and insights, effectively communicating updates, challenges, and opportunities to senior management and relevant stakeholders.

**Qualifications**:

- Grade 12 or equivalent.
- Minimum of 2 years of people management experience.
- Extensive experience in customer service, within the sports betting, gaming, or online gambling industry.
- Strong leadership abilities, with a track record of managing and developing high-performing teams.
- Excellent understanding of sports betting concepts, odds calculations, and industry regulations.
- Exceptional communication and interpersonal skills, with the ability to engage with customers and stakeholders at various levels.
- Proven experience in optimising service processes and implementing service improvement initiatives.
- Analytical mindset with the ability to interpret data, generate insights, and drive data-informed decisions.
- Proficiency in using sportsbook platforms, betting software, and related technologies.
- Strong organisational and time management skills, with the ability to prioritise and meet deadlines.
- Customer-centric mindset with a passion for delivering exceptional service experiences.

**_ Moonspin is committed to the transformation and redr_**e**_ssing of past inequalities. Our employment equity_**_ goals will be considered in our selection process._