A Day in The Life: CS Shift Leader Edition
What’s it really like to be a Shift Lead at Ludicrum? Spoiler: it’s not just about keeping things running - it's about adapting fast, leading with empathy, and staying cool under pressure. 😎
This month, we sat down with Anton to get the inside scoop on his daily flow, leadership lessons, and what makes this role both challenging and surprisingly natural. 📲 Let’s dive in!
- Could you share a bit about your journey at Ludicrum?
"I've started here as a Customer support agent. Workload was rising and I had to adapt and learn fast so I put all my focus into these shifts, mastering the communication with customers and multitasking alongside many procedures.
After I've found my ideal pace, I felt that I can have any shift in my control, no matter the workload and got the feeling that I mastered the role of CS agent.
Communication felt natural and smooth and I also found myself mastering the troubleshooting and problem solving in the shift so I got the opportunity to become a Shift leader. I accepted the challenge and started shift leading in the beginning of 2024, and I'm still doing it, feeling like it's not a task at all but something that comes naturally to me, especially with a great team like the one we have."
- What does a typical Workday look like for you?
"I start my working day with consulting with the Shift leader from the previous shift about the important updates and such then adjust my setup for the shift. Through the shift I'm continuously supervising and assisting my customer support agents while securing that shifts go smoothly."
- What’s the most unexpected or exciting part of your role and the team?
"For me the most exciting and fulfilling part of my role is assisting my team with my knowledge and skills I've gathered not only from working here, but through my whole life and the work before where I was a high school teacher. So it simply feels natural for me to teach and collaborate with my colleagues."
- If someone wanted to become a Team Leader here one day, what advice would you give them?
"Communication is key! Talk with your colleagues on a regular basis, share your ideas and opinions and learn to listen. A great leader is a great listener, not just a good talker!"
- Say cheese! It’s selfie time 😄
- What's your favourite value? And how are you influenced by it?
"Adaptability is my favourite value because I've learnt that you must flow like water in order to make things go smooth. Goals are achieved much easier when are able to adapt and versatile and your workflow is smooth - with that it becomes Kaizen itself automatically!"
- In the spirit of Kaizen, what’s a small improvement or adjustment that helped your team work more efficiently or collaboratively?
"Simply communicating on our everyday obstacles and areas of improvement in our workflow- there is always something that can be improved and I think we are doing it everyday pretty much!"
- What’s your favourite thing about working here?
"Professional but relaxed environment with excellent colleagues and relatively young team with individuals who are willing to collaborate towards the overall common goals!"
- Any advice for someone considering a role at Ludicrum?
"Stay persistent and focused in your everyday individual tasks, but learn to collaborate with your team even more!
Want to be part of a great team that’s shaping the future of the iGaming industry? Check our Job Openings and stay tuned for more ‘A Day in the Life’ stories and discover what makes Ludicrum an exciting place to work!