iGaming Operations Specialist

In Libro Logic, the Operations Specialist will be asked to perform a variety of tasks covering the entire portfolio of gaming being offered. The person must have good team working skills and must be detailed and analytical regarding customers’ wagering activity. The Operations Specialist must make sure that all tasks and duties are properly communicated and executed, with quick response times on all our communication channels. The role also requires a professional employee who can work under pressure. All Operations Specialists will work across a range of functions, but each one will be assigned an area of focus where they may have more responsibility. This focused part of the role is described in further detail below.

Responsibilities:

• Understanding of operations for running a casino or sportsbook. Ability to perform a range of shift duties across these areas.

• Unless unavoidable (due to interruption or major error), feeds and games should remain operational and our full suite of tools used to achieve aims and/or directives from senior colleagues.

• Analysing sources, wagers, profiles and information to swiftly spot areas where our offering needs to be corrected and where players need to be profiled.

• Entering results and checking feed accuracy, adding/checking events, event titles and notes.

• Monitoring our website, forums, social media and communications from internal partners (such as customer withdrawals function) to assist with group operations.

• Investigate suspected fraudulent activities, collaborating with external and internal parties as required. Analysis of promotional mechanisms. Run and monitor all vendor systems as required to assist with real-time detection.

• Working collaboratively with the wider group to facilitate the best outcome for the group and our customers.

• As your experience grows and your performance improves, you may be assigned to work one or more high profile tasks or to improve own working standards in support of team leads.

Focus Area:

• You will be assigned to one of the following primary areas: Sports, Casino or Risk/Fraud. Regardless of your primary area, you can expect to be involved in work related to Profiling, Customer Service, IT/Product, Vendors. Primary role may be changed to suit individual or business with at least one month’s notice given.

• If given responsibility for a sub-section of your primary area, you are expected to demonstrate care, diligence and both operational & technical expertise in your management of that area. In addition, you will be expected to ensure the rest of the team develops knowledge to be able to assist you when you are absent.

§  Profiling

• You are expected to understand profiling concepts in your study of customer behavior and their wagering activity.

• Your decision making should guarantee that no client goes undetected for the wider group - that all uncategorized/incorrectly categorized players are either re-profiled or escalated to senior colleagues quickly.

• You should be capable of testing basic new releases/services.

§  Customer Service

• Assist the Customer Service team with all Sportsbook wager disputes, settlements, re-settlements, and cancellations.

• Ensure Sportsbook information in the help section is up to date based on player feedback and day to day cases. Assist trading to get help section updates done.

• Investigating and liaising between Trading & CS Teams on the weekly Player Feedback reports.

§  IT/Product

• Assist with incident management between operational staff, ITOS & 3rd party suppliers.

• Document defect/bug fixes and feature requests from operational team.

§  Vendors

• Operate configuration of 3rd party consoles and train staff on their usage.

• Engage with vendors regarding performance and contracts.

§  Casino

• Oversee the setup, testing, and launch of new casino games and manage the casino lobby.

• Manage the casino games roadmap, ensuring timely releases and updates.

• Monitor game performance, analyze key metrics, and generate insightful reports.

• Collaborate with external vendors to establish and maintain strong relationships.

• Previous experience in a role connected to a sportsbook, casino or risk team

• Broad knowledge on betting, gaming and industry trends

• Core competency and prior experience in at least one of the focus areas, core competency in more than on considered an advantage

• Be able to work unsupervised and under pressure

• Responsible and respectful

• Have a good eye to detail, analytical mindset preferred

Flexible working times required, including weekends and non-regular working hours.

Other essential Information

• Monday - Sunday (with 2 days off, not necessarily consecutive)

• Shifts start no earlier than 7am CET and end no later than 12am CET.

• Flexibility of weekends/public holidays required.

• The role starts at EUR 32,000 p.a. depending on experience this can be higher.