Janine Forster

• Coordinate staff schedules, ensuring smooth day-to-day running of operations of up to 50 Advisors and Chat Hosts per day.
• Identify areas for improvement, leading to increased operational effectiveness.
• Develop standard operating procedures for increased consistency and efficiency in tasks performed.
• Manage conflict resolution within the team to maintain a harmonious work environment.
• Conduct regular reviews on process compliance; identified gaps promptly for immediate rectification.
• Foster a positive working environment, enhancing overall team morale and motivation.
• Prioritise workload effectively; optimised utilisation of resources within the team.
• Update staff on changes to internal policies and procedures for continued compliance and standardisation.

• Reduced workplace conflicts through effective communication and negotiation skills.
• Conducted performance appraisals with employees for career development discussions.
• Fostered a positive work culture to boost employee morale.
• Coordinated with other supervisors to maintain consistency across shifts.
• Provided constructive feedback to staff for improved performance levels.
• Managed daily operations to increase productivity.
• Encouraged open dialogue amongst team members, promoted an inclusive work environment.
• Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
• Facilitated monthly training sessions for enhanced staff performance.
• Organised team resources, resulted in improved project timelines.
• Implemented company policies effectively, maintained high standards of service delivery.

• Build product knowledge across brands to support operational awareness, management of the operation and supporting development of the Chat host team.

• Engage with our Players on a daily basis ensuring that they are aware of the products that we have to offer onsite whilst remaining entertained and feeling part of a community.

• Identify and recognize vulnerable Players on site and ensure that all our members are playing within their means.

• Leveraged e-learning platforms for increased flexibility in training delivery methods.
• Fostered a culture of continuous learning through innovative workshops and seminars.
• Analysed organisational needs, developed appropriate L and D solutions accordingly.
• Conducted regular reviews of L and D strategy effectiveness, making necessary adjustments for improvement.
• Delivered effective coaching sessions to promote individual growth.
• Identified skills gaps with thorough employee assessments.
• Designed and implemented engaging learning programmes to improve team performance.
• Produced training and supportive materials tailored to organisational needs.