Desk Manager

About Playtech

Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging, and entertaining gaming experience. Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry. Read more about who we are and what we do here: www.playtechpeople.com 

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices. 

Ready to level up your career?

Playtech Managed Services is looking for a proactive Desk Manager with excellent leadership and customer service skills.

Your influential mission. You will...

• Take responsibility for the desk’s performance, progress, and achievements by efficiently organizing the working process.
• Provide regular reports showcasing the team’s achievements in relation to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Hire and oversee Customer Service Associates, conducting interviews for internal promotions.
• Supports team members by sharing knowledge and best business practices.
• Present goals to the team and monitor their performance.
• Prepare and analyze monthly and manpower reports.
• Alerts about problems related to the internet, servers, or internal systems promptly.
• Follow goals set by the management team and translate them to the team, providing clear expectations and guidance.
• Work closely with the Head of Customer Service Division and inform them about any violations.
• Prepare and monitor team schedules following local labour laws,
• Communicate all updates to team members, and handle internal and external communication.

Components for success. You...

• Have prior experience as a SM, Team Lead, or QA within PTMS.
• Have a Bachelor’s degree in Business Administration, Management, or a related field.
• Are fluent in English writing and speaking.
• Possess strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Demonstrate excellent analytical skills to assess performance metrics, identify trends, and make data-driven decisions.
• Can prioritize tasks effectively, manage time, and plan work schedules.
• Have exceptional verbal and written communication skills.
• Convey information clearly, motivate team members, and handle customer interactions.
• Excel in motivational skills.
• Exhibit strong problem-solving skills, with a demonstrated ability to address challenges, resolve issues, and find creative solutions.
• Can encourage teamwork, resolve conflicts, and maintain employee morale.
• Can delegate tasks effectively to team members based on their strengths and expertise.
• Understand performance management processes, including monitoring team performance, setting clear expectations, and providing constructive feedback.
• Handle multiple responsibilities simultaneously without compromising quality.
• Are adaptable and quickly respond to changing priorities, customer needs, and business requirements.
• Embrace a continuous improvement mindset, encouraging creativity, innovation, and a commitment to ongoing enhancement.

You'll get extra points for...

• Having experience in managing a team, including hiring, training, and performance evaluations.
• Knowledge in managing operational projects and ensuring successful project delivery.

How to apply?
To apply, click "I'm interested". To submit your application, you should log in to your Smart Recruiters account with your @playtech.com email and password and attach your CV. Please apply by 14th of July 2025, 23:59. 

PLAYTECH MANAGED SERVICES 
Established in 2007 in Sofia, Bulgaria, Playtech Management Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves. 

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.