Lead iGaming Support Specialist

Job Description

• Ensure that the day-to-day work is being handled effectively to meet call-center service and performance standards.
• Generate reports and audit iGaming Support Specialist work product.
• Coach specialists to achieve performance and service standards. This may include reviewing errors, side-by-side monitoring, monthly meetings, observing calls, and other coaching duties
• Coach specialists to use systems, processes and procedures effectively
• Ensure specialists have the information they need to perform their duties as well as answer specialists questions and gives advice on guest interactions using all media available
• Notify relevant support teams when systems are not working effectively. Inform management of areas that need improvement
• Maintain daily log of any issues that may impact call-center performance. Perform opening and closing duties
• Ensure quality customer care by helping develop, communicate, and interpret policies and procedures
• Ensure specialists are adhering to their posted schedule and work assignments. Advise them when they are in violation and notify management
• Handle escalated guest issues and bring them to management attention when appropriate for management-level handling. Proper communication when escalating issues to managers and other departments
• Updates relevant systems such as the intranet with new information, policies, and procedures. Works with limited daily supervision
• Perform all functions of an iGaming Support Specialist.
• Performs all additional duties as assigned

Job Requirements

1. High School Diploma or GED required. Minimum of 2 years customer service experience. Minimum of 1 year in a call center environment.

2. Easily adaptable to changing business needs

3. Strong interpersonal skills including listening, empathy and responsiveness

4. Ability to anticipate and solve problems

5. Ability to multi-task in an efficient, thorough and prioritized manner

6. Ability to work quickly, accurately and independently

7. Ability to communicate effectively both verbally and in writing in English. Excellent written and verbal communication skills

8. Proficient in using common computer programs (Microsoft word, excel, etc....)

9. Ability to use phone system as required for all aspects of the job

10. Must be able to work flexible shifts; Evenings and Weekends are required as are holidays.

Equal Opportunity Employer

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