Job description
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.
We have an exciting opportunity to join our RSG team in Toronto and are currently looking for a RSG Outreach Team Leader to support the team.
This role acts as the first line of leadership support for frontline specialists providing training, coaching, guidance, QA-review, and escalating high-risk cases while supporting the Head of RSG across various strategic initiatives towards the continuous improvement of the RSG program.
The salary range for this role is CAD 90,000 to CAD 105,000 per year.
This is a new position within our team.
Key responsibilities will include:
Team Leadership and Operations
- Lead the day-to-day operations of the RSG Outreach team in partnership with the RSG Analyst team lead.
- Monitor team queues, assignments, and workload distribution to ensure timely and compliant handling of cases.
- Serve as the first escalation point for complex or sensitive cases, ensuring appropriate and timely decision-making.
- Drive team performance through structured coaching, QA feedback, and performance conversations.
- Ensure adherence to internal SLAs and response timelines
- Lead performance management cycles, including coaching, development plans, and career progression pathways.
- Deliver ongoing coaching to build technical judgment, communication quality, and case management discipline.
- Support onboarding and continuous training of new hires and cross-training between regions.
- Partner with Central Services to drive workforce planning, scheduling, and resource allocation
- Ensure timely escalation of high-risk cases (financial hardship, addiction disclosure, vulnerable circumstances, welfare risk).
- Conduct first-step review of potential incidents before escalation to Head of RSG or Compliance.
Operational Improvements and Process Ownership
- Contribute to development of SOPs, playbooks, guidance notes, and policy updates.
- Collaborate with Product Salesforce on updates and initiatives to improve team workflows.
- Support the Head of RSG in Program Development & Continuous Improvement of the RSG program as the business scales.
Reporting, Insights, and Stakeholder Management
- Produce regular operational reports including case volumes, trends, QA performance, and resource forecasts.
- Present operational insights and themes to leadership
- Influence cross-functional partners (AM, Customer Support, AML, Social Media) to drive improvements for at-risk players.
- Provide an operational lens to strategic projects and policy initiatives.
What you will bring to the role:
- Have at least three to five years’ experience in a related function (responsible gaming, social responsibility, legal & compliance, policy and/or risk management)
- Knowledge of the gaming industry (social gaming, igaming, video games, eSports and/or casino) is a strong asset
- Excellent verbal and written communication skills; ability to interact with different functions from a variety of positions from customer facing to executive
- Strong analytical and critical thinking skills
- Able to logically organize areas of key impact and take a balanced, objective approach to commercial and compliance needs
- Project coordination experience, ability to manage multiple deliverables with competing deadlines
Others:
- Work schedule is from Mondays to Fridays from 9am to 5pm
- Hybrid work set-up: 1-2 days a week in the office
About VGW
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.
As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.
At VGW, one of our core values is “our players come first”. This means always striving to deliver a safe, responsible and positive player experience.
Why VGW?
At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.
We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.
But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.
It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.
If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.
Find out more at www.vgw.co
VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required.
We use an AI tool to help our Talent Acquisition team with note taking during screening interviews. Using this tool is optional. If you are invited to an interview, you will be given the opportunity to opt out if you choose to.
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