In today's fast-paced iGaming industry, the ability to make data-driven decisions is paramount. It's not just about intuition or experience; it's about having the right metrics in place to guide you in managing your workforce effectively. Measuring HR metrics allows you to optimize personnel costs, boost productivity, and identify gaps in processes like recruitment, onboarding, and training.
But it's not just about what we do at RISK—it's about how any iGaming company can leverage these metrics to thrive. Let's dive deeper into the key metrics that can help you take your HR strategy to the next level, and understand why they are essential to success in this competitive industry.
According to Yuliia Kushnir, "Understanding workforce capacity is fundamental for aligning headcount with business objectives. In iGaming, scalability and flexibility are key, and knowing your workforce's actual capacity can prevent issues like overstaffing or understaffing. This allows you to optimize labor allocation to meet fluctuating demands while keeping costs in check."
FTE also enables companies to visualize workforce usage trends and make strategic decisions based on actual data rather than assumptions. "Are your current FTEs meeting project deadlines efficiently? Are there pockets of excess capacity that can be reallocated? If you want to maintain flexibility and scale seamlessly, this metric is your foundation," Yuliia adds.
Yuliia explains, "Understanding the costs per FTE is critical for aligning your employee expenses with revenue targets. When you’re dealing with dynamic projects and different market regions, managing these expenses efficiently ensures sustainability and profitability." This insight becomes even more important in the iGaming industry, where different regions often come with distinct regulatory and operational challenges.
Measuring FTE costs at a departmental level allows you to pinpoint which areas are underperforming or over-resourced. "If one team is spending significantly more on FTE costs without delivering corresponding revenue, analyzing these costs per department helps you make informed decisions about redistributing resources, improving cost efficiency, and ultimately driving a higher return on investment in talent," Yuliia adds.
"In the iGaming industry, revenue generation is at the core of business success," says Yuliia. "Net Gaming Revenue (NGR) per FTE helps you determine how effectively your team contributes to revenue. This metric isn't just about financial figures—it’s about linking workforce performance to business outcomes in a meaningful way."
Yuliia believes that understanding who and what drives value helps make better hiring and development decisions. "Measuring NGR per FTE can lead to a more nuanced understanding of productivity, enabling you to implement programs that boost workforce effectiveness." Furthermore, tracking NGR per FTE also helps identify the correlation between hiring decisions and revenue growth. "If you see a dip in NGR after hiring a large number of employees, it could be a sign that you need to re-evaluate your onboarding or training programs," she adds.
"Balancing your workforce is crucial," Yuliia notes. "Too many administrative roles can drain resources, while too few can lead to inefficiencies in support functions. Striking the right balance ensures that your investment in support doesn’t outpace the value generated by operational roles."
Monitoring the ratio of administrative to operational staff helps maintain the efficiency and morale of your revenue-generating teams by providing them with the necessary backup. On the other hand, "Over-investment in administrative staff can eat away at budgets that could be used more effectively in areas like customer engagement or product development," Yuliia advises.
"Employee support is at the heart of a successful HR function," says Yuliia. In an industry where long working hours and regulatory pressures are the norm, HR’s responsiveness can make a big difference to employee satisfaction. "Service rate metrics help monitor how well People Operations is responding to employees' needs, whether it's addressing questions about benefits, resolving workplace issues, or providing information about new programs."
Yuliia adds, "We have implemented the OTS - One Tap Support system, and all employee requests are submitted as tickets in Asana. This is very convenient, allowing up to 15 participants to be involved in a single request and measuring service quality day-to-day. Since implementation, we have confidently maintained a 9.9 rating." By tracking service rates, you can find patterns in inquiries and develop self-service resources or preemptive measures to address them even before employees ask. This kind of proactive support helps create a positive workplace experience, keeping your employees engaged and motivated."
"Efficient hiring is vital for business continuity," Yuliia emphasizes. "In the ever-evolving iGaming industry, talent needs can change overnight—whether due to entering new markets, launching new games, or responding to regulatory shifts." Time to hire is a key metric to ensure that vacant positions do not lead to missed opportunities. The success of hire metric shows whether recruitment leads to high-performing, long-term employees, while cost per hire helps manage recruitment budgets.
Yuliia suggests, "If you observe that new hires often fail to meet performance expectations, it could indicate a need for better alignment between job descriptions, interview criteria, and candidate expectations. The efficiency and effectiveness of your hiring practices can be a true differentiator in this fast-moving industry."
"Employee Net Promoter Score (eNPS) provides direct insight into how employees feel about your company," Yuliia explains. "A high eNPS suggests that employees are satisfied, engaged, and likely to recommend your company as a good place to work." In the iGaming industry, where competition for talent is fierce, maintaining a strong employer brand is crucial for attracting and retaining top talent.
Yuliia points out, "If you want to improve employee satisfaction, use eNPS to identify areas where employees are disengaged or dissatisfied. Act on the feedback to create initiatives that address those pain points. The goal is to create a continuous feedback loop, making improvements that ultimately boost employee engagement and retention."
"Employee turnover is costly and disruptive," Yuliia emphasizes. "Tracking general turnover, key employee turnover, and turnover during the trial period provides valuable insights into retention challenges." The iGaming industry is constantly evolving, and talent loss can impact not only day-to-day operations but also your ability to innovate and grow.
Yuliia adds, "Understanding why employees don't pass their probationary period is crucial, as it can be initiated by either the employee or the employer. This analysis helps identify weaknesses in your onboarding process and overall employee experience. Addressing these issues can significantly reduce early turnover and ensure new hires have the best possible start. Furthermore, examining turnover among key employees provides insight into whether your high-potential and critical talent feels valued and engaged."
Tracking the right HR metrics allows you to take a data-driven approach to managing your workforce, optimizing costs, and driving productivity. In the iGaming industry, where competition and innovation move at lightning speed, having clear insights into these metrics helps you stay agile and proactive.
Yuliia concludes, "Whether you want to improve retention, enhance recruitment efficiency, or ensure optimal support for your operational teams, understanding and utilizing these metrics are essential steps towards building a robust, effective, and motivated workforce. These metrics aren't just numbers—they’re tools that help shape how you attract, manage, and retain talent in a way that aligns with your broader business goals."
""In iGaming, everything moves quickly—markets evolve, regulations shift, and player demands change. To thrive in this dynamic environment, staying on top of your HR metrics is critical. They provide the insights you need to keep pace with these changes and ensure that your people—your most valuable asset—are always prepared, motivated, and driving your company to new heights."
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