Customer Service Manager- Operations (Overnight)

Caesars Entertainment•Las Vegas, NV

1d•Onsite

About The Position

As the Manager of Customer Operations, you will lead and inspire dynamic teams of highly skilled support professionals dedicated to providing exceptional service to Caesars guests and internal teams. Your team’s primary role is to deliver best-in-class account support services for customers across multiple online wagering platforms, as well as support our brick & mortar sportsbook operations. You will lead teams of subject matter experts to ensure our customers have seamless digital gaming experiences. You will look for ways to reduce customer friction points and enhance the digital wagering experiences.

Requirements

Bachelor’s Degree or comparable work experience.
Minimum of one year of management experience.
Excellent interpersonal communication, problem-solving, leadership, and analytical skills.
Ability to uphold and demonstrate the highest level of integrity and compliance as required by a regulated business.
Ability to work independently and manage multiple priorities.
Must be able to obtain necessary gaming license(s).

Nice To Haves

Experience in gaming, hospitality, sports betting, and/or iGaming preferred.

Responsibilities

Oversee the daily operations of multiple Customer Support teams, including scheduling, human resources functions, team development, and daily shift oversight.
Provide guidance on guest escalations and raise product/process issues as necessary.
Collaborate with Customer Operations Leadership to review data and trends to enhance service levels.
Partner with internal departments, including VIP Host teams, Payments, Promotions, iCasino, Compliance, Retail Operations, Trading, Product Development, IT Support, Human Resources, Talent Acquisition and more.
Drive performance in the contact center by coaching employees to meet and exceed productivity and service metrics.
Provide regular feedback to Customer Operation Leadership regarding the performance of support teams.
Proactively build strong working relationships with colleagues at all levels of the organization.
Oversee the hiring, onboarding, and training of new employees.
Ensure department employees comply with all necessary training and gaming license requirements.
Perform other duties as needed.