CUSTOMER SUPPORT TEAM LEAD
Company: Aristocrat Interactive
Location: Manchester
Posted on: October 11, 2024
Job Description:
Aristocrat Interactive seeks a Player Support Supervisor to lead
and direct the Contact Center team within our iGaming and iLottery
business unit. The Player Support Supervisor will oversee Tier 1
and Tier 2 customer service representatives, ensuring exceptional
support for our players. This role involves managing daily
activities, handling escalated issues, monitoring performance, and
ensuring service levels and quality objectives are met. The ideal
candidate will possess strong leadership skills, a keen eye for
detail, and a passion for delivering top-notch customer
service.What You'll Do
- Monitor and manage real-time queues, ensuring staff
availability to meet service level targets.
- Assist staff with escalated calls, customer concerns, and
technology issues.
- Handle escalated customer issues promptly and effectively.
- Collaborate with other departments to resolve complex issues,
ensuring a seamless customer experience.
- Ensure accurate documentation of all customer interactions and
adherence to company policies and procedures.
- Oversee the processing of customer documents, cash outs, and
other tasks to ensure compliance and accuracy.
- Motivate and engage staff to meet individual and team
goals.
- Provide management direction in the absence of the Player
Support Supervisor.
- Deliver training to team members, contribute to performance
evaluations, and recommend disciplinary actions.
- Foster a team environment that promotes growth and a desire to
help others.
- Identify system and process gaps to drive improvements.
- Assist in meeting monthly key Contact Center performance goals
for customer satisfaction, quality, productivity, and key
performance indicators (KPIs).
- Report system, customer, or operational issues impacting
service quality.
- Maintain open lines of communication with all company areas to
facilitate problem-solving.
- Conduct weekly Quality Assurance for team members and coach
staff on needed improvements.
- Collect, analyze, and report data on a daily, weekly, and ad
hoc basis.
- Make recommendations for procedural changes to increase
efficiency.
- Perform other administrative duties and special projects as
assigned by the Supervisor.What We're Looking For
- High School Diploma or equivalent required; some college
preferred.
- Must be 21 years of age - 5+years of Customer Service
experience and 3+ years Leading a contact center or customer
support team.Knowledge, Skills, Abilities
- Excellent written and verbal communication skills.
- Highly developed verbal, interpersonal, and written
communication skills.
- Positive attitude and ability to maintain a friendly,
professional demeanor.
- Demonstrated accuracy with consistent attention to detail.
- Possess independent judgment, discretion, and initiative.
- Strong grammatical and typing/data entry skills with an
emphasis on accuracy.
- Thrive in a fast-paced, dynamic work environment.
- Organized with excellent time-management skills.
- Maintain professional and technical knowledge.
- Advanced knowledge of procedures across multiple customers and
systems.
- Proficiency in resolving customer complaints and
escalations.
- Experience in coaching, mentoring, and motivating teams to
achieve goals.
- Proven ability to produce detailed system issue reports.
- Proficiency in reporting and analyzing key contact center
metrics.
- Ability to multi-task, communicate effectively, and remain
organized.
- Ability to follow documented protocols and meet team goals and
targets.
- Perform the role with complete integrity and autonomy.
- Provide constructive coaching feedback focusing on skills
development.
- Will provide oversight for hiring, termination, and
compensation of team members.Company SummaryAristocrat
Interactive------ -Aristocrat Interactive is Aristocrat Leisure
Limited's (ASX:ALL) regulated online Real Money Gaming
-(RMG)---business and was formed in 2024---when the Anaxi and
NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and
Pariplay) came together.--- The business is an industry leader---in
content and technology solutions for online RMG, with a
full-service offering that includes content, proprietary technology
platforms and a range of value added services across iLottery,
iGaming and Online Sports Betting (OSB). -About
AristocratAristocrat Leisure Limited (ASX: ALL) is a leading gaming
content creation company powered by technology to deliver
industry-leading casino games together with mobile games and online
real money games, collectively entertaining millions of players
worldwide, every day. Headquartered in Sydney, Australia,
Aristocrat -has three operating business units, spanning regulated
land-based gaming (Aristocrat Gaming), mobile games publishing
(Pixel United) and regulated online real money (Aristocrat
Interactive). Our team of over 8,500 people across the globe are
united by our company mission to bring joy to life through the
power of play.Our Values
- All about the Player
- Talent Unleashed
- Collective Brilliance
- Good Business Good CitizenThe US based roles may require
registration with the Nevada Gaming Control Board (NGCB) and/or
other gaming jurisdictions in which we operate.Travel
ExpectationsNonePay Range$48,510 - $90,090 per yearOur goal is to
pay a market competitive salary focusing near the median of our pay
ranges. However, final offers for all positions will be based on
several factors such as experience level, education, skills, work
location, and internal pay equity.
Keywords: Aristocrat Interactive, Somerville , CUSTOMER SUPPORT TEAM LEAD, Other , Manchester, Massachusetts
Didn't find what you're looking for? Search again!
Loading more jobs...