Team Lead

• Lead a team of VIP Managers in daily operations.
• Distribute player portfolios and balance workload.
• Track capacity and ensure tasks are completed on time.
• Run regular 1:1s and performance reviews.
• Onboard, train, and develop team members.
• Improve team efficiency with VIP QA.
• Prioritise High Value and Top VIP players.
• Support key VIP accounts and escalations.
• Decide on complex cases and escalate critical cases to the Head of VIP.
• Collect VIP player feedback and share it with Streams and Retention teams.
• Maintain in-depth knowledge of each platform and project.
• Track product updates, bonus mechanics, and technical issues.
• Keep the team informed of relevant changes.
• Analyse VIP users daily by platform.
• Track case metrics, trends, and results.
• Prepare daily reports and present weekly results to the Head of VIP.
• Process workload statistics and control FRT and CSAT.

Team Lead jobs in Ukraine

VIP Team Lead