Team Manager [028758]
Playtech Lima is part of Playtech - the world's largest provider of online gaming software listed on the London Stock Exchange Main Market. Playtech offers cutting-edge solutions and added value to the industry's leading gaming operators. Since the creation of Playtech in 1999, our focus has been on continuous development. Playtech Lima represents the Playtech Live product, and our studios contain hundreds of state-of-the-art cameras, broadcasting in premium HD quality, offering the fastest streaming and the highest up-time in the market.
Job Mission To actively direct, supervise, and motivate the team of operators assigned to the live broadcast, ensuring the continuity, quality, and efficiency of the floor operation. We are looking for a professional with visible leadership, outstanding interpersonal communication skills (extroverted profile), and experience in managing large teams in high-demand environments, who will act as the strategic link between field personnel and operations management.
Main Functions
- People Management, Leadership, and Work Climate
Massive team leadership: Direct, guide, and inspire operational personnel on the floor, promoting a dynamic, high-trust work environment aligned with performance objectives. Active talent management: Accompany personnel in their daily tasks within the operations room, identifying development opportunities and fostering their career path. Feedback and communication: Organize monthly group meetings and individual sessions (face to face) to provide constructive feedback on performance, KPIs, and work plans.
- Real-Time Operational Supervision and Control (Field)
On-site monitoring: Closely and continuously supervise service performance at workstations throughout the shift, ensuring real-time live broadcast standards. Security and process compliance: Ensure strict compliance with company policies and procedures, auditing processes in real-time to mitigate operational risks, quality variations, or bad practices. Brand alignment: Ensure the correct deployment of promotional activities, verifying that personnel have the required attributes, equipment, and presentation according to internal policies.
- Management Control and Operational Alerts
Performance analysis: Daily evaluate the work performance of assigned personnel against established management goals (productivity, attendance, and quality KPIs), identifying opportunities for operational improvement. Preparation of management reports: Prepare and channel daily and monthly personnel performance reports directed to the Operations Directorate and the Finance department. Personnel evaluation: Monitor the performance and adaptation of new operators during their probationary period, issuing technical recommendations regarding their continuity. Incident escalation: Act as the primary alert channel for management on the floor, immediately reporting critical incidents, variations in the work climate, or operational risk situations.
Key Position Information Location: On-site (availability to work at locations in Magdalena del Mar and Miraflores). Schedule: Full-time position with rotating shifts from Monday to Sunday (with scheduled rest days). It is indispensable to have total availability to rotate weekly or biweekly among the following three shifts: 🕐 Morning Shift: 6:15 am to 2:00 pm 🕐 Afternoon Shift: 1:45 pm to 9:30 pm 🕐 Night Shift: 9:15 pm to 6:30 am
Profile Requirements Required experience: Proven previous experience leading or coordinating large or massive teams (minimum 1-2 years), ideally in BPO (Call Centers), Field Operations, massive Retail, Hospitality, or Entertainment sectors. Profile 100% oriented toward management on the operations floor (not administrative/desk-based). Languages: Fluent English (Advanced - minimum B2/C1), with the ability to speak, read, and write fluently in corporate and multicultural environments (indispensable for direct reporting). Education: Technical or university studies (completed, ongoing, or incomplete) in Administration, Communication Sciences, Psychology, Hospitality, or related fields. (Minimum completed secondary education). Key competencies: Strong leadership, extroverted and assertive communication skills, high capacity for argumentation, handling objections, and orientation toward people development. Knowledge: Proficiency in IT tools at a user/advanced level (MS Office: Excel, Word, Outlook) and solid principles of conflict resolution in high-pressure environments. Operational skills: High stress resistance, rapid reaction capacity to solve live contingencies, dynamism, and agility for constant movement within the operations room.
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