February 12, 2025
Operations roles in iGaming might not always make the headlines, but their impact on both the player experience and the bottom line is undeniable. Whether it's a live dealer ensuring smooth gameplay, a customer experience agent resolving issues, or a moderator managing live chat, these positions are integral to an exemplary customer experience.
Employers in the iGaming sector know that while operations roles can often be entry-level, they demand much more than basic skills. These positions are the face of your brand, and the way candidates interact with players can determine loyalty, satisfaction, and ultimately, revenue. Additionally, many of these roles come with critical responsibilities such as managing responsible gaming processes, which means that the people you hire will need to balance player engagement with an understanding of compliance and safeguarding.
Why Operations Roles Matter to the Bottom Line
Operations roles have a direct line to the success of an iGaming company. Every interaction with a player is a reflection of the brand, and these roles are often the primary point of contact. Whether handling gameplay queries, moderating chat rooms, or offering live support, the experience these employees provide can make or break player retention.
An exceptional customer experience builds trust and strengthens loyalty, while poor service can lead to complaints, dissatisfaction, and even regulatory issues. For customer-facing roles, especially those dealing with sensitive issues around responsible gaming or barring players, there is no margin for error. Candidates must be able to manage difficult situations with professionalism and sensitivity, making these positions as critical as any senior role in the company.
Identifying Candidates with the Right Skills
Recruiting for operations roles in iGaming isn’t just about finding candidates who can follow processes. The right individuals need to offer a mix of soft skills and technical know-how to deliver excellent service and ensure compliance with industry regulations. Here’s what you should be looking for:
1. Customer-Centric Mindset
At the core of many operations roles is customer experience. Candidates need to be naturally inclined toward service, with the ability to empathise with players, manage requests efficiently, and resolve issues swiftly. For live dealers and support agents, being the "face" of the company means they’ll need strong communication skills, patience, and professionalism, especially when managing difficult or high-stress situations.
2. Adaptability and Problem-Solving
We all know that iGaming is fast-moving, so operations staff must be able to adapt to evolving situations. Whether it’s handling in-game problems, responding to unexpected technical issues, or de-escalating player frustrations, employees need to stay calm and think quickly. The ability to navigate unforeseen challenges while keeping players satisfied is key to maintaining a smooth experience.
3. Language Proficiency
Many customer-facing roles will require fluency in both written and spoken languages. Players expect to communicate in their native language, and being able to respond in real-time, without language barriers, enhances trust and player satisfaction. Employers should look for candidates fluent in the languages spoken in their target markets, ensuring that their customer support can effectively communicate with players.
4. Understanding Responsible Gaming
For candidates in operational roles, responsible gaming policies are part of day-to-day operations. While naturally you will have training programs in place to upskill new recruits in gaming compliance, it’s important to identify candidates with the right aptitude for understanding and managing these responsibilities. These qualities are essential for ensuring that they can enforce responsible gaming measures effectively, protect players, and minimise the risk of non-compliance, which could lead to reputational and regulatory consequences for your business.
5. Technical Competence
Whether your team is in-office or remote, operations roles are digital and candidates need to have technical competence to navigate iGaming platforms, CRM tools, and other systems. For roles like live chat moderators or customer support agents, familiarity with internal tools and digital workflows is a bonus. For those new to iGaming or similar sectors, look for tech-savvy candidates who have proven experience using digital platforms, communication software, or other relevant technologies. Candidates with a strong aptitude for quickly learning new systems will adapt faster to the technical demands of the role, ensuring smoother onboarding and overall operational efficiency.
6. Resilience and Emotional Intelligence
Operations roles can be demanding, especially when managing challenging player interactions. Employees need to display resilience, emotional intelligence, and the ability to maintain composure when under pressure. This is particularly important in situations where players are dissatisfied or for dealing with sensitive issues, such as disputes or responsible gaming processes.
Enhancing Your iGaming Recruitment Strategy
When hiring for operations roles, it’s important to tailor your recruitment strategy to find candidates who can both meet these requirements and align with your company’s values. Here are some strategies to consider:
● Targeting the Right Talent Pools: For entry-level operations roles, don’t compromise on quality. Consider looking for candidates with experience in related industries, such as customer service, hospitality, or retail, where they’ve already honed the soft skills necessary to succeed in iGaming.
● Structured Assessments: Use structured assessments during the recruitment process to evaluate candidates’ problem-solving skills, customer service capabilities, and their ability to understand compliance issues and the regulatory landscape. Role-playing real-life scenarios during interviews can help you identify how candidates will perform under pressure.
● Focus on Cultural Fit: Operations staff are the front line of your business, so it’s important to hire people who not only have the right skills but also fit into your company culture. Employees who are aligned with your values and understand your brand's voice will be more successful in delivering an exceptional player experience.
● Clear Pathways for Growth: Many candidates for operations roles are starting their careers or transitioning from related fields. Offering clear career development paths, training programs, and opportunities for advancement within your company can make your job offers more appealing and help you retain talent longer.
Operations roles in iGaming are the unsung heroes who are critical to providing a seamless player experience and protecting your company’s reputation. By strategically recruiting candidates with the right skills, mindset, and cultural fit, you’ll be able to build a strong operations team that drives positive outcomes for both your players and your business.
If you're looking for expert advice on how to enhance your recruitment strategy for operations roles, or need support in finding the right talent, feel free to reach out.