Our client is seeking a dedicated and experienced Team Lead to oversee a group of Game Presenters within a dynamic iGaming environment. This role is focused on team leadership, operational oversight, and ensuring a high-quality customer experience through effective performance management and collaboration.

Our client is a leader in live gaming and digital entertainment. They focus on delivering engaging content through innovation, high production standards, and player-first experiences. With a collaborative internal culture and strong emphasis on team development, this is a great opportunity to join a growing and forward-thinking environment.

Location: On-site - Sofia, Bulgaria

Responsibilities:

As a Team Lead - Game Presenters, your broad responsibilities will include but are not limited to:

• Supervise, support, and motivate a team of Game Presenters.
• Deliver continuous training, coaching, and mentorship to enhance individual and team performance.
• Conduct monthly evaluations and regular one-to-one feedback sessions.
• Promote a positive, inclusive, and professional work culture.
• Manage daily floor operations and implement workflow improvements.
• Coordinate with cross-functional teams to streamline processes.
• Monitor and adjust team schedules to meet operational needs.
• Handle escalated service issues and maintain high standards of customer satisfaction.
• Collect and assess feedback to drive service enhancements.
• Track performance indicators and develop data-driven action plans.
• Prepare and present operational reports and performance summaries.
• Collaborate with scheduling and workforce management teams on performance initiatives.
• Address disciplinary matters and respond effectively to ad hoc situations.
• Support recruitment efforts when necessary.
• Perform related duties as required by operational demands.
  

Requirements:

• Minimum 2 years of hands-on experience as a Game Presenter within the iGaming industry.
• Must be at least 21 years of age.
• Prior supervisory or management experience in a similar environment.
• Strong understanding of iGaming tools, platforms, and workflows.
• Demonstrated leadership and team management skills.
• Excellent coaching and development capabilities.
• Clear, confident communication and interpersonal skills.
• Solid track record in managing team operations and achieving performance goals.
• Ability to thrive under pressure and handle complex situations effectively.
• Commitment to customer satisfaction and continuous improvement.
• Proficient in analyzing performance data and presenting actionable insights.
• Intermediate to advanced proficiency in Microsoft Office tools.
• University or associate degree in management or a related field is advantageous.
• Fluency in both English and Bulgarian.
• Legally authorized to work in Bulgaria.
• Comfortable working with digital tools and studio equipment.

What’s in it for you?

Our client offers an exciting, challenging role in a collaborative, dynamic environment. The right person will find many career growth opportunities in their company, whether you want to advance your technical skills or aspire to leadership in the future.

Benefits:

• Access to private health insurance and a Multisport card.
• Flexible shifts with advance notice to support work-life balance.
• On-site recreational areas with entertainment facilities.
• Inclusive and supportive work atmosphere.
• Free coffee, tea, fruit, and access to fully equipped kitchens.
• Uniform provided at no cost.
• Employee referral program with attractive bonuses.