Ticket Office Manager - Casino jobs in Springfield, MA

The Massachusetts Gaming Commission (MGC) seeks to hire an Assistant Casino Regulatory Manager. With guidance from the Casino Regulatory Manager and the Casino Compliance Coordinator, this position will be responsible for the oversight of the day-to-day internal operations of the Gaming Agents Unit at the licensed gaming facility. Primarily, this will involve the oversight of the Gaming Agents 1-3 schedules, time reporting concerns, time off requests and overtime, reviewing reports and audit materials produced by Gaming Agents 1-3, assisting Gaming Agent 3s and Casino Regulatory Managers on the monitoring of progress on established goals and objectives, and collaborating with two other Assistant Casino Regulatory Managers with an eye toward ensuring that division operations remain consistent and equitable across all three MGC Gaming offices. The Assistant CRM will also be responsible for identifying training and educational needs and collaborating with the Casino Regulatory Managers, management and HR to foster an inclusive and welcoming work environment and to identify areas of concern.

Duties and responsibilities include, but are not limited to, the following:

* Meet with Gaming Agent IIIs on a frequent and regular basis to coordinate the assignment, tracking and review of audits, reports, and operational reviews to be conducted by the Gaming Agent staff at each property, assisting in identifying and recommending necessary changes to internal controls to the respective CRM and Compliance Coordinator as appropriate.

* Oversee the scheduling of Gaming Agents 1-3, including time-off requests, holiday schedules, and distribution of overtime to ensure 24/7 coverage at assigned property, alerting the CRM and Division Chief when emergency coverage may be needed.

* Collaborate with Gaming Agent IIIs, CRM and Compliance Coordinator to identify training and educational needs among Gaming Agent staff and seek or develop programs to cover those needs.

* Collaborate with HR, IT and Legal to coordinate and assist with orientation for new hires and newly promoted Gaming Agents.

* Partner with Gaming Agent IIIs and CRM in the collection of feedback to be used for annual performance reviews for members of the Gaming Agents.

* Provide ongoing mentorship and guidance to Gaming Agents 1-3 and assist in monitoring progress on both individual and team goals and objectives throughout the year.

* Collaborate with Assistant CRMs at other properties to manage the organization of the shared drive to ensure consistent file structure is used at all three MGC gaming offices.

* Develop a framework of stand-up meetings, shift briefs, etc. to create an opportunity for Gaming Agent teams to communicate and share resources across shifts and properties.

* Other administrative duties as requested or assigned by Casino Regulatory Managers and Compliance Coordinator.

Our Benefits: Hybrid work environment; MA State Retirement Plan (Pension); Tuition Remission for yourself and your spouse to MA Community Colleges and State Universities; Medical, Dental, Vision, Life, and Disability insurance; 12 paid Holidays; Deferred Compensation 457(b) Plan; Flex Spending for Healthcare, Daycare, and Transportation; Three weeks' Vacation to start , three Personal Days and 15 Sick Days per year; Health Insurance Buy-out option.