iGaming Support Supervisor
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Job Details
- Ensure attainment of all Call Center call metrics. Provide daily direction to team members
- Model and inspire professional response and resolution to all customer inquiries
- Motivate, coach and counsel team members. Focus on team morale/team building
- Work collaboratively with the call center management team as well as the Casino and iGaming departments
- Provide feedback to Call Center manager and senior management on training needs and gaps within team and the performance of individual team members
- Review promotions and train Customer Support to be able to assist customers
- Prepare daily pre-shifts and ensure they have been reviewed by all employees
- Ensure the call center is responding appropriately to customer requests/inquiries and providing superior customer service
- Develop and train CS Leads
- Assist with onboarding and training new hires
- Handle escalated calls and complex requests from Customer Support Specialist Leads
- Strive for first-call resolution with every customer
- Approve and process customer courtesy adjustments as necessary, while being accountable for department profitability
- Communicate effectively with Manager and senior level management regarding business issues
- Display a professional manner when dealing with internal and external customers.
- Complete all administrative responsibilities, as required
- Performs all additional duties as assigned
Qualifications
- High School Diploma or GED required. Minimum of 5 years customer service experience. Minimum of 1 year Supervisory experience in a call center.
- Easily adaptable to changing business needs
- Easily adaptable to changing business needs
- Strong interpersonal skills including listening, empathy and responsiveness
- Ability to anticipate and solve problems
- Ability to multi-task in an efficient, thorough and prioritized manner
- Ability to work quickly, accurately and independently
- Ability to speak, read, write and understand English
- Excellent written and verbal communication skills
- Proficient in using common computer programs
- Ability to use phone system as required for all aspects of the job
- Strong computer skills
- Must be able to work flexible shifts
- Evenings and Weekends are required