iGaming Floor Supervisor - (2:30pm-10:30pm/10:30pm-6:30am)

Job Description

As a Live Studio Supervisor, you will oversee live-streaming casino operations, ensuring that Live Dealers and Shufflers adhere to strict multi-state gaming regulations and company policies. You will maintain game integrity, handle technical or guest escalations, and support the Site Manager in fostering a professional, high-energy, and compliant work environment.

Key Responsibilities

Compliance & Supervision

• Regulatory Oversight: Supervise Live Dealers and Shufflers to ensure total compliance with multi-state Gaming Commission Regulations, PT Services New Jersey regulations, and live unit policies.
• Operational Audits: Monitor studio operations, implement new management-directed policies, and ensure all live gaming operational reports adhere strictly to procedures.
• Error Correction: Swiftly correct any Live Dealer or Shuffler mistakes in a timely, compliant manner.

Game Mastery & Studio Support

• Game & Shuffling Expertise: Demonstrate comprehensive mastery of all company-offered games; step in to assist with game presentation and card shuffling as needed.
• Technical Management: Monitor and address studio technical disruptions immediately, coordinating resolutions in accordance with procedures and gaming regulations.
• Performance Testing: Collaborate with management to test and evaluate studio and application performance for new and existing online gaming operations.

Guest Relations & Professionalism

• Escalation Handling: Professionally resolve and escalate guest complaints regarding game-related questions in accordance with chat policy.
• Conflict Resolution: Assume leadership in communication and conflict resolution, addressing inquiries from licensees and players professionally.
• Leadership Support: Assist the Site Manager with daily operational tasks and complete additional duties as directed by management.
• Professional Development: Maintain an exemplary level of professionalism to foster a positive workplace; attend required educational events and briefings to improve skills.

Qualifications

Legal & Education Requirements

• Age: Must be 21 years of age or older.
• Licensing: Must be able to obtain and maintain a New Jersey Gaming License and a West Virginia Casino Employee Registration.
• Education: High School Diploma or GED required.

Experience & Technical Skills

• Leadership: At least 1 year of Supervisory and Customer Service experience.
• Software Proficiency: At least 1 year of basic-to-intermediate Microsoft Excel experience, alongside basic computer skills (MS Office, electronic mail, etc.).
• Technical Ability: Ability to deal, sort, shuffle, and count cards, and operate gaming equipment involving highly repetitive hand/arm movements.

Core Competencies

• Communication: Excellent customer service and interpersonal skills tailored for a live-streaming environment.
• Demeanor: Proven ability to maintain a professional demeanor (speech, appearance, and posture) in a fast-paced environment.
• Conflict Resolution: Ability to handle potential guest conflicts professionally while maintaining Playtech’s guest service standards.
• Attributes: Punctuality, strong attention to detail, and willingness to wear assigned uniforms.
• Availability: Flexible schedule to work a variety of shifts, including nights, weekends, and holidays.

Additional Information

Compensation & Benefits

• Pay Rate: $24.00/hour + Hourly Performance Bonus (Bonus Range: $0.25 – $3.00/hour)
• Time Off: 10 Vacation Days, 5 Sick Days, and 10 Paid Holidays.
• Health & Wellness: Medical, Dental, Vision, HSA/FSA, LTD/STD, and Life Insurance.
• Retirement: 401(k) with a 4% company match.

Physical Functions

• Prolonged sitting at a desktop highchair and tables; ability to stand for short periods.
• Ability to maintain physical stamina for extended periods.
• Full mobility of upper extremities, including repeated use of both hands and arms for dealing/shuffling.
• Ability to see and read multiple monitor screens clearly.
• Ability to lift up to 15 lbs.

If you need reasonable accommodation and/or assistance during the application and hiring process, applicants can contact Playtech-People & Culture Team for assistance at [email protected]. Our team will be happy to help! 

Playtech is an equal opportunity employer. All qualified applicants will receive consideration of employment equally without regard to age, ancestry, color, gender identity or expression, national origin, physical or mental disability, protected veteran, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances.