Hub Shift Supervisor - Wed to Sat (9pm to 7:30am)

Churchill Downs Incorporated•Lyndon, KY

11d•Onsite

About The Position

United Tote is a leading B2B technology and service provider for the pari-mutuel gaming industry, backed by the integrity and tradition of Churchill Downs, home of the world-famous Kentucky Derby. This is an entry-level management role integral to the Central Operations Team within United Tote. The HUB Shift Supervisor is responsible for the overall proficiency and efficiency of the HUB operations team for the shift they lead. This role is team-focused, customer-focused, and productivity-conscious. The shift for this role is Wednesday through Saturday from 9pm to 7:30am (ET).

Requirements

Must be at least 18 years of age with a High School diploma or GED.
Ability to obtain and maintain racing licenses as required by state law and pass a background check.
2 years leadership experience within a customer service call center environment.
Passionate problem solver with excellent troubleshooting skills and can-do attitude who can maintain a calm demeanor in stressful situations.
Independent self-starter with proven self-motivation and the ability to work professionally and collaboratively with others.
Excellent verbal and written communication skills and ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.
Instills a philosophy of teamwork for the entire staff.
Ability to work a flexible schedule including evenings, weekends and holidays as needed.
Proficient with Microsoft Office, especially Outlook, Excel and Word.

Nice To Haves

B.S. Degree Preferred, 2 years higher education or work experience substitute
Some experience with configurations of consoles, routers, port servers, switches and printers.
Some travel may be required.

Responsibilities

Accountable for the day-to-day functions of the HUB operations center for the shift they lead, including ensuring the HUB Operations team is appropriately staffed for the volume of calls, emails, events, and drives customer support excellence for the assigned shift.
Acts as the point person for escalations during the assigned shift, leading the team through the resolution of the escalation following established escalation protocols.
Responsible for training and development of staff at the HUB for the shift they lead.
Ensures staff results by communicating job expectations; planning, monitoring, and appraising job results; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Provides timely and actionable feedback to team members.
Manages HUB Key Performance Indicators (KPIs) to be used for HUB Operator scheduling, to monitor rep-level performance of specific tasks, and to be used for identifying rep-level and departmental-level development needs for the shift they lead. Responsible and accountable for operational targets and quality for the assigned shift.
Manages weekly and monthly reporting needed by the HUB Manager to understand HUB performance, trends, and requirements.
Ensures HUB activities and operations are carried out in compliance with local, state, and federal regulations and laws governing business operations for the shift they lead.
Participates in process improvement for all United Tote pari-mutuel operations, including the establishing and maintaining of best practices.
Responsible for the timely preparation of other paperwork that partners, auditors, and the corporate office request, such as incident and trouble reports.
Executes operational plan for special racing events and race day monitoring for HUB.
Performs other duties as assigned by management.
High responsibility for supervising HUB employees. Responsible for team building, coaching, counseling, and discipline for the shift you lead.
High responsibility in the performance review, salary review, and career recommendation area for the individual HUB operators on your shift.