Lead iGaming Support Specialist

Job Description

Job Description

Short Description

Communicates clearly, effectively, and efficiently using all call-center multimedia tools, as well as verbally with all levels of management and associates. Handles multiple assignments simultaneously and prioritizes tasks based on business needs. Serves as a lead in addressing guest inquiries and resolving complaints while delivering exemplary customer service. Demonstrates strong coaching and mentoring skills, providing guidance and support to team members. Works independently and exercises sound judgment to make decisions that support business objectives as operational needs arise.

Essential Job Duties

• Ensure day-to-day work is handled efficiently to meet call-center service and performance standards.
• Generate reports and audit the work produced by iGaming Support Specialists.
• Coach specialists to achieve performance and service standards, including reviewing errors, side-by-side monitoring, monthly meetings, call observations, and other coaching activities.
• Coach specialists on the effective use of systems, processes, and procedures.
• Ensure specialists have the information needed to perform their duties; answer questions and provide guidance on guest interactions across all communication channels.
• Notify relevant support teams when systems are not functioning properly and inform management of areas requiring improvement.
• Maintain a daily log of issues impacting call-center performance and complete opening and closing duties.
• Ensure quality customer care by helping to develop, communicate, and interpret policies and procedures.
• Ensure specialists adhere to scheduled shifts and work assignments; advise them of violations and notify management as necessary.
• Handle escalated guest issues and bring matters to management when appropriate, ensuring proper communication during escalation to managers and other departments.
• Update systems such as the intranet with new information, policies, and procedures. Works with limited supervision.
• Perform all duties of an iGaming Support Specialist.
• Perform all additional duties as assigned.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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.