Manager of Operations Control Room
Description
Role Description:
We are seeking a dedicated OCR Manager to organize, coordinate, supervise and verify the Control Room Operators’ activities. She/he will be creating an environment where co-workers can challenge existing processes and discover new ways of working that can be of important advantage to the organization. Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, and service level performance. You will be responsible for all strategic activities of the OCR department and evaluate the work of the team. As seasoned leader you will inspiring your team and monitor team activities for execution of the vision, strategy, and goals of the company.
We are seeking a dedicated OCR Manager to organize, coordinate, supervise and verify the Control Room Operators’ activities. She/he will be creating an environment where co-workers can challenge existing processes and discover new ways of working that can be of important advantage to the organization. Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, and service level performance. You will be responsible for all strategic activities of the OCR department and evaluate the work of the team. As seasoned leader you will inspiring your team and monitor team activities for execution of the vision, strategy, and goals of the company.
Main Responsibilities:
- Maintaining the relationship with internal and external clients (staff, operators)
- Coordinates the staff under his/her supervision
- Respecting and maintaining the standards imposed by the company
- Active contribution to the company’s development
- Documenting operational tasks and reporting to direct manager and upper management
- Data analysis and creating reports
- Deploys and maintains Department activity tracker complete with different Charts
- Motivates and coaches new employees, assists in the training of the Operational Control Room (OCR) team members
- Responsibility to create procedures, workflows, and key performance indicators for OCR
- Organize, coordinate and supervise the staff under order and operational activities
- Submits as per established deadlines the bonus consolidated reports to the HR department
- Define or improve KPI metrics of performance for the teams members
- Report KPIs regularly to senior management
- Manages resources and utilize assets to achieve qualitative and quantitative targets
- Respects and maintains the service standards imposed by the company
- Makes sure it is up to date with all procedures, rules, promotions, and games strategies
- Announce the management regarding any deviation from the company’s standards
- Presents the standards of the company to the staff under his/her supervision
- Active contribution to the company’s development
- Suggests measures to improve the player’s experience
- Participates to improve the company’s activity, with contended suggestions regarding the staff, player’s experience etc.
- Work on processes to achieve the goal of ISO standardization and certification
- Suggests measurements of improving the player’s experience
- Active participates at reaching the company’s targets
- Transmits to the management the player’s impression regarding their game experience
Required Qualifications and Skills:
- A bachelor’s degree in business administration, Operations Management, or a related field. A Master's degree is preferred
- Excellent communication skills, both verbal and written, in English. Knowledge of Bulgarian or other languages is a plus
- Relevant certifications in project management, operations, or leadership (e.g., PMP, Six Sigma, etc.) are advantageous
- Extensive experience in operations management, including significant exposure to a leadership role
- Proven track record in control room operations or a similar environment
- Experience in the iGaming industry or related fields is highly desirable
- Strong understanding of operational control systems, software and hardware
- Proficient in data analysis tools and reporting software
- Familiarity with industry-specific regulations and compliance standards.
- Ability to inspire and motivate teams towards achieving operational excellence
- Proven ability to manage cross-functional teams and multi-disciplinary projects
What we give you in return:
- Competitive starting salary
- Growth opportunities in a large, fast-moving international company
- Additional health insurance (including outpatient and hospital care, dental care, and coverage for prescription glasses)
- Full Sofia public transportation card
- Multi-Sport card
- Our office is just a few steps from a subway line
- Weekend, night, and holiday hours compensated according to Bulgarian labor laws
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About Us
About Us
ARRISE is a leading supplier of player-favorite content to the iGaming industry. We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar, with offices around the world—including Malta, Romania, India, Canada, and Bulgaria—we are a global team of over 5,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse driven to deliver.
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