iGaming: Gaining an Advantage

Are you ready to enter the iGaming world? There are exciting and challenging vacancies waiting in the most dynamic and the fastest growing sector in Malta.

The online gaming industry has landed in Malta in a big way. By the end of 2005, around 100 companies will have set up shop here, bringing some 500 jobs and around Lm2 million into the country.

Remote gaming is a fast-changing industry, with the concept of the game changing as new technology offers quicker and more exciting products. The positions available are as exciting and dynamic as the services and entertainment offered.

E for commerce and excitement

iGaming is any type of gaming using a means of distance communication. This includes all forms of interactive games offered through the Internet, mobile phones, telephone and fax.

Many Internet sites offer an online casino, where customers can play poker, blackjack and the like, as well as betting on live sports events. Online rooms offer play against other people, computer opponents or casino-style dealers.

Years ago, Internet betting was dicey. Punters didn't know much about the places they were sending their money to, but now that has changed. The top remote gaming operators are legally licensed and regulated: and that is where Malta comes in.

Online gaming companies have come to our shores primarily because of our remote gaming regulations which came into play in April 2004. The regulations allow remote gaming operations on all types of technology, and it also controls the gaming operators themselves and affords them a competitive framework. This control has several benefits to operators. The operators welcome control mechanisms because they are serious about upholding their reputations, while the players are more prepared to gamble on a site where they know that the operator is being regulated.

The sites make money by taking a small percentage from each pot. Some sites give customers a chance to play for free, trying out the system without taking any risks. The most popular type of online gaming is poker, which is rapidly being caught up by bingo.

Live bets can be found amongst many sites' range of bets, particularly for important football matches, but also for Formula 1, ice hockey, tennis, golf, rugby and other sports. The odds change according to the way the game or race is going. This type of bet gives customers the opportunity to judge performances during the event and to bet accordingly.

Behind the scenes

This industry is eagerly seeking people who are flexible self-starters with the ability to learn new information quickly. Mr. Raphael J Arnold, Gaming Manager of a recently set-up iGaming operation in Malta, explained that this is a completely customer-centric industry. "It moves so fast that you cannot allow anyone else to have the advantage, so it is all about results. One of the rewarding aspects of the industry is that you can see and measure the results of your input almost immediately."

The crux is that iGaming is a truly rewarding industry for those willing to put in the effort. Salaries are generally higher than the norm, prospects for advancement and travel are good, and companies work hard to both keep their staff and keep them happy.

Number crunching

One particularly challenging position within any IGaming operation is that of Live Sports Trader. This is the person who compiles the odds, and therefore is responsible for managing the company's risk during live sporting events, monitoring the incoming bets during a live event, evaluating the results of the live event, creating and developing new betting opportunities.

The odds compiler must be analytical, quick and good with numbers. He/she needs to have a good understanding and knowledge of all the sports and betting types he/she deals with. The role requires the individual to have a competitive spirit themselves, because it is them against the punters. If something is covered on television, it can be bet upon. Punters can bet on the on the next goal, the next set, not just the end result, therefore odds can change throughout the event.

This position demands a love of all types of sport in general and the ability not to take any sides. While a thorough knowledge of each type of sport is required, they can also specialize in one or more. They also have to look at how people bet, and understand cultural factors that determine betting styles. An up-to-date knowledge of sporting news is also essential, to determine whether an athlete's private life may affect his/her performance.

The Live Sports Trader usually works 40 hours per week on a roster basis, including shifts, weekends and public holidays. However, their work hours are necessarily flexible, and could also be shorter than other jobs: they only work while the game is being broadcast. Once it is over, they are free to leave the office.

Applicants must be reliable, honest and have the ability to work quickly and accurately under pressure. On the qualifications front, good standard of education is required, alongside a workable knowledge of MS Office applications.

Risk management

Fancy yourself as a detective? The Risk Manager is basically just that, along with having an idea of underwriting and an understanding the e-commerce model.

The Risk manager is responsible for the overall risk management of the betting operations. This position calls for a sharp, sports enthusiast with a good knowledge of European sports. The Risk Manager will set up limit strategies on user and game levels, analyse the book and change odds accordingly, determine necessary odds changes and implement them, give feedback to the betting software developers on how to adjust the system, as well as supervise the settlement of bets.

Servicing the customer

The extremely important front-line customer service team is headed by a Customer Service Manager who deals with the intricacies of managing people, integrating egos and politics. It is important for anyone interested in taking on this role to have a very good overview of the customer process and how things work. Other responsibilities include the management of statistics, emails, queries and phone calls, as well as seeing where problems are.

The position calls for a people-oriented individual with excellent communications skills, excellent language skills (relevant to iGaming operator's country of origin) as well as a good knowledge of sports, poker and/or casino type games.

The Customer Service Manager is responsible for customer service, building up the Customer Service Team, training of new customer service employees, second level support for complex customer questions, definition of technical requirements, helping to refine the customer service front-end and the creation of customer service guidelines and documentation.

Preference is usually given to applicants with experience in heading teams and experience in the betting industry.

Speaking the language

iGaming operations offer various positions that deal with different European languages, where a native of the language would be at an advantage. The Gaming Customer Service Representatives are a vital link in understanding the customers as well as systems in a particular country.

This role demands an excellent command of professional writing and speaking. English may be either the main language or required as a second language. Individuals need to be able to learn of lot of information very quickly, be customer-focused, self-motivated and deal with multiple tasks at once. The position is ideal for anyone who is able to work in a high-volume environment and is PC literate. Speed, accuracy and thoroughness in responding to numerous e-mails is crucial, whilst remaining friendly, courteous and professional in handling telephone enquiries.

Responsibilities include managing player accounts, providing information on player deposits and cash outs, informing players about current promotions in the company, reviewing client log files to resolve technical issues, assisting players with connection issues, informing players about games and their rules, interpret game histories for players and also research game histories for possible abuse.

Customer Service Representatives also respond to players' concerns about the site integrity, review and post messages on relevant gaming message boards and submit the website to various directories and search engines.

Our next article will highlight other exciting opportunities within the iGaming industry. Information regarding these opportunities in Malta, as well as others, can be found at www.VacancyCentre.com/iGaming

Article prepared by Commercial Services Bureau (CSB) Ltd.

Since 1987, CSB Ltd. has been servicing the local and international business community with its range of employment/recruitment related services. It has helped thousands of employees improve their job conditions and careers, and employers obtain the ideal staff for their organisations.