iGaming Support Supervisor

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 

1. High School Diploma or GED required. Minimum of 5 years customer service experience. Minimum of 1 year Supervisory experience in a call center.
2. Easily adaptable to changing business needs
3. Easily adaptable to changing business needs
4. Strong interpersonal skills including listening, empathy and responsiveness
5. Ability to anticipate and solve problems
6. Ability to multi-task in an efficient, thorough and prioritized manner
7. Ability to work quickly, accurately and independently
8. Ability to speak, read, write and understand English
9. Excellent written and verbal communication skills
10. Proficient in using common computer programs
11. Ability to use phone system as required for all aspects of the job
12. Strong computer skills
13. Must be able to work flexible shifts
14. Evenings and Weekends are required