Work From Home Shift Management Specialist in South Africa for Patrianna

Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. We are on the lookout for exceptional talent—driven, ambitious individuals who are ready to elevate business functions with expertise, adaptability, and a passion for continuous growth.

Role Overview:

The Shift Management Specialist is an entry level managerial role responsible for managing shifts for a team of Risk, Fraud and Payments agents. This position requires strong shift management skills, efficient task allocation abilities, and hands-on expertise in KYC, Risk, and Payments operations.

Areas of Responsibility:

• Oversee day-to-day operations during assigned shifts, ensuring tasks are completed efficiently and on schedule.
• Manage resource allocation, balancing workloads to meet demand and optimize productivity.
• Address operational issues promptly, escalating to relevant departments or channels as needed, maintaining contact with all involved departments.
• Supervise and direct team members, providing clear instructions and support during the shift.
• Guide and mentor new and existing team members, ensuring they adhere to company policies and procedures.
• Monitor team performance, providing real-time feedback to direct managers to enhance productivity and service quality.
• Ensure timely and professional resolution of escalations for customer inquiries and complaints.
• Maintain compliance with safety guidelines, legal regulations, and company policies during the shift.
• Compile shift reports, documenting key activities, incidents, and performance metrics.
• Act as the primary point of contact between upper management and staff, facilitating effective communication.

Experience:

• Minimum 1 year of experience in operational service related roles within Fraud, Risk or CS.
• Proven experience in shift management roles, ideally in the iGaming sector.
• Strong knowledge of KYC, Risk, and Payments processes within the iGaming/gambling industry.
• Expertise in shift resource allocation, workload balancing, and contingency staffing.
• Strong analytical and reporting capabilities.
• Excellent problem-solving skills and the ability to make quick, informed decisions.
• Effective communication skills, with experience in enhancing efficiency.
• Familiarity with back-office tools and software.
• Ability to thrive in a dynamic, fast-paced environment.

This role is an excellent opportunity for an experienced professional who thrives in a fast-paced environment and is passionate about leading teams to operational excellence.