Chat Host Team Manager

About the role

The Chat Host Team Manager will lead the Chat Host department within Rank Interactive’s Bingo operations. Reporting to the Operations Manager, you will ensure that all Bingo chat rooms deliver engaging, high‑quality customer interactions across our digital platforms.

Key responsibilities

• Manage and mentor a team of Chat Hosts, setting performance objectives and conducting regular 1‑2‑1 meetings and monthly reviews.
• Develop and implement strategies to optimise Chat Host performance using the Vaix monitoring tool.
• Create and maintain shift rotas to guarantee full coverage and balanced productivity across all shifts.
• Deliver comprehensive briefings on promotions and ensure the team can handle customer queries accurately.
• Monitor operational performance of Bingo rooms, identify improvement areas and work with the CH QA and Live Floor Coach to address them.
• Collaborate with the Operations Manager and QA teams to design development programmes that enhance team capabilities and customer experience.
• Prepare daily shift reports and manage customer complaints to maintain high satisfaction levels.

Required profile

• Proven experience leading a customer‑facing team in a fast‑paced environment.
• Strong coaching and performance‑management skills.
• Ability to analyse operational data and drive continuous improvement.
• Excellent communication skills for briefing staff and handling escalations.

Required skills

• Proficiency with the Vaix monitoring tool.